United Healthcare • 2024
Project Description
Designed front-end experience that simplifies common operational transactions performed by our support team, resulting in a 50% time savings for included transactions.
Problem Statement
Over 56% of cases in 2024 were seeking support on member transactions (about $14.5M of operational costs), but these are time consuming processes that require high amounts of manual entry, logic, and problem solving.
Role
UX Team Lead
Responsibilities included UX Design, UX Research, Visual Design, and Project Management
Scope
Explore ways to automate the most common member transaction type (Member Enrollments).
User Research
Timeline: 2 Weeks
To begin, I conducted observatory research sessions with ten users from our support team, identifying their most pressing pain points and opportunities for automation. Then, I outlined a user process as well as created an affinity map of user pain points, attitudes, and needs using FigJam.
Users wanted the new automation tool to remove the need for manual entry, but still felt a strong need to review the fields during the early stages of the project due to an apprehensive, albeit open sentiment toward AI automation. Users also expressed a need to review the fields in a prioritized manner, and a strong desire for the new automation system to be integrated into their existing Salesforce experience.
Initial Sketching and Ideation
Timeline: 2 Weeks
Based on the user research results, I began my design process:
- Sketched out potential layouts and content in FigJam to define feature requirements based on user pain points and business needs.
- Collaborated with technical leaders to identify how we could integrate an experience module into a Salesforce application.
- Mapped user flows and created shared artifacts to align on end-to-end experiences.
- Created medium-fidelity Figma prototypes, ready for user testing.
Usability Testing and Refinement
Timeline: 3 Weeks
With the initial design drafts complete, I tested the prototyped flows through moderated, remote usability tests conducted over Microsoft Teams. I synthesized my test results, prioritized my recommendations, then presented them via PowerPoint to our internal product stakeholders.
Design Delivery
Timeline: 1 week
With the usability test feedback in mind, I created final, high-fidelity prototypes for the automation tool.
Homepage design, where users can see a snapshot of their expected transactions.
Redesign of the Enrollment Summary page, where members can see items that require their review prior to submission.
Results
50%
Time savings for beta support transactions
$54K
Operational cost savings in Q4 2024 following beta launch
~$2M
Estimated operational cost savings by Q4 2025