United Healthcare • 2023
Project Description
Developed the administrative experience for healthcare insurance brokers, adapting and improving key features from web to a new, mobile format.
Problem Statement
UHC health insurance brokers need an up-to-date mobile platform that enables them to manage key tasks and access critical information on the go, without being tied to a desktop.
Role
UX Team Lead
Responsibilities included UX Design, UX Research, Visual Design, and Project Management.
Scope
Define and Design the Homepage and initial Member Management features for our Beta mobile application.
User Research
Timeline: 3 Weeks
We began by identifying key features and user attitudes through sentiment analysis and card sorting.
Our data was collected by reviewing secondary research and through one-on-one feedback and research sessions over Microsoft Teams.
Initial Sketching and Ideation
Timeline: 3 Weeks
Next, I sketched out potential layouts and content in FigJam to define feature requirements based on user pain points and business needs.
Then I mapped user flows and created shared artifacts to align on end-to-end experiences.
Finally, I created 2–3 medium-fidelity Figma prototypes per feature by the end of design exploration, focusing on the strongest ideas and potential layouts.
View Member page medium fidelity sample frame
View Demographics page medium fidelity sample frame
View Contact page medium fidelity sample frame
Usability Testing and Refinement
Timeline: 5 Weeks
Next, I knew it was important to get designs in front of users, so I tested the prototyped flows through moderated, remote usability tests conducted over Microsoft Teams.
Presented Usability Results to key stakeholders with organized results and suggestions
Design Delivery
Timeline: 2 Weeks
With the usability test feedback in mind, I created final, high-fidelity prototypes for the Member View and Homepage features. I focused on ensuring my designs were easily translatable, adding prototypes and specific interaction descriptions for developers to review, making the design-to-code process seamless.
Final Homepage design sample frame
Final Member View page design sample frame