
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.
-
Transparency Challenges
Participants struggled with unclear charges, copays, and insurance payments, highlighting a lack of transparency.
-
Plan Confusion
P2 found Covered CA and MediCal confusing, while P3 faced issues locating non-PCP specialists.
-
Key Priorities
Clear information on monthly costs, deductibles, and coverage was critical for decision-making.
-
Cost Transparency Issues
Both P2 and P3 noted difficulties understanding costs, especially out-of-network expenses.
-
UI Preferences
Simplicity, minimalism, and clear disclosures were highly valued, with critiques of hidden service access in older designs.
-
Need for Personal Guidance
Participants expressed a desire for personalized support alongside digital tools to navigate insurance plans effectively.
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
INSURANCE INFORMATION
Effortlessly input and manage users' medical data for personalized and informed navigation through healthcare information
DASHBOARD
Starting point to users' healthcare navigable tool
BENEFITS & COVERAGES
Provide users with a comprehensive breakdown of their policy's coverage details and benefits, ensuring clarity and transparency in understanding their insurance plan.
ESTIMATE COST
Offer personalized estimates of potential healthcare expenses, empowering users to plan and budget effectively for users' medical needs.
FIND CARE
Connect users with a network of healthcare providers tailored to their needs, ensuring convenient access to quality care when users need it most.
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.