HealthHero

Web platform navigable tools enhancing the transparency of healthcare benefits and costs for health insurance holders

ROLE

Researcher
Designer

TIMELINE

CruzHack 2024
48 hours
January 19-21

UXD TEAM

Jilly Li
Nhi Tran
Sophia Nguyen

SKILLS

UX Research
Visual Design
Wireframe
Prototyping

TOOLS

Google Forms
Figma
Voiceflow
Illustrator

Project Overview

HealthHero is a web-based platform that simplifies healthcare navigation by providing clear insurance coverage details, cost breakdowns, and specialized care guidance. Powered by Health Hippo, a chatbot offering prompt, tailored insights, it ensures users receive clear, actionable healthcare information.

My Contribution

I conducted user research, including crafting research questions, analyzing data, and performing competitor analysis, to inform design decisions. I developed wireframes, prototypes, and visuals, establishing the platform's logo and brand identity, ensuring a cohesive and user-friendly healthcare navigation experience.

PROBLEM

Transparency is a Significant Issue in the U.S. Healthcare System.

According to several research articles, 45% of participants expressed low satisfaction with their healthcare experience, particularly regarding transparency. Additionally, in our own survey of 33 participants, 66.7% cited a lack of transparency in the costs of care and difficulty in understanding their benefits as major concerns.

What are the challenges you [users] face in terms of health care transparency?

Have you [user] ever avoided seeking healthcare services because you were uncertain of the costs?

USER INTERVIEWS

Insights on Navigating Digital Healthcare Coverage

We conducted a survey and interviewed three participants to understand their experiences with healthcare coverage. Open-ended questions provided deeper insights into their journeys.

TRANSFORMATION OF PERSPECTIVE

Recognizing Challenges and Shifting Focus Based on Insights

Our research revealed that satisfaction with healthcare platforms correlates with plan costs — higher-cost plans report greater satisfaction, while lower-cost or free plans often fall short. Recognizing this, we shifted focus from solely redesigning the Santa Clara Family Plan to analyzing all three insurance tiers (low, mid, high). This broader approach aims to identify common weaknesses and enhance transparency in healthcare benefits and costs across all policyholders.

COMPETITIVE ANALYSIS

Insights into Industry Trends, User Expectations, and Areas for Improvement

Helping to refine and enhance the design to better meet user needs and stay ahead of the competition.

Aspect Kaiser Anthem Santa Clara Family Health Plan
Detail Level Comprehensive out-of-pocket details Clear breakdown of information Extensive manual with detailed health tips
Cost Estimate Accurate but challenging to navigate Clear options on chatbot, lacks exact cost No available information about costs
Results Clarity Ambiguous search results Clear layout with icons and filters Search results limited to health tips
Estimated Out of Pocket Clear, user-friendly presentation Explains in-network and out-network details No information available on costs
Procedure Explanation Thoroughly explains procedures Recognizes health problems but lacks solutions Detailed manual with extensive information
Contact Info for Doctors Not provided Limited to procedure-based selection Available in multiple languages
Appointment Booking No direct appointment booking Offers options through the chatbot N/A
Chatbot Usability Difficult to locate Clear Chatbot options N/A
Search Engine Requires precise search terms Provides detailed procedure descriptions N/A
Common vs. Uncommon Uncommon services require more navigation Recognizes health problems but lacks solutions N/A
DESIGN GOAL

Transparently Outlining Healthcare Benefits and Costs for Insurance Holders

We prioritize designing a user-centered tool that simplifies healthcare coverage navigation, empowering users to make informed decisions.

JOURNEY MAP

A holistic visualization of the user experience, illustrating key touchpoints ensuring a user-centric design approach.

WIREFRAME
INTRODUCING HEALTHHERO

Your Healthcare Navigable Tools

LIMITATION

Challenges and Constraints in the Design Process

Navigating Healthcare Terminology and Pricing Uncertainties

Understanding complex healthcare terms and estimating out-of-network costs posed challenges for our team and users.

Collaborative Design Compromises and Time Constraints

Limited to two designers, we balanced diverse ideas under tight deadlines, which restricted extensive high-fidelity testing and reflected industry-paced demands.

ACCOMPLISHMENTS

Research Insights and Design Achievements

We gained 33 survey responses within 24 hours, providing invaluable insights into user needs. Pivoting to a web platform for all insurance recipients, we addressed user pain points and developed key features for HealthHero. Our efforts culminated in a clickable prototype presented as a case study.

WHAT I'VE LEARNED

Reflecting on Our Hackathon Experience

The Hackathon experience sharpened my skills in rapid ideation and effective communication under time pressure. I also learned the value of iteration and thorough documentation for future work.

WHAT'S NEXT

As We Advance in Our Design Journey

We aim to advance health equity by integrating Health Hippo with HealthHero as a collapsible overlay. Usability testing will further refine the platform to ensure seamless access to essential healthcare information.

& More Work