Wellpoint Provider Support Redesign
Project Overview
WellPoint is a for-profit health insurance provider primarily covering Medicare and the Medicaid program in the United States. I was tasked with redesigning and improving the existing support page for Providers (Doctors, nurses, and Hospitals) covered within the Medicare and Medicaid programs under WellPoint.
As a UX Designer, I collaborated with stakeholders to define product scope and design deliverables. I also ensured the end-to-end execution and delivery from research to dev handoffs.
Team
Art Director - Alex
UX Designer - Gnanaeshwar
Content strategist - David Hebener
Problem Statement
Redesign the existing provider support page to improve the visibility and accessibility of crucial information regarding troubleshooting their issues.
Who are the Providers
A healthcare provider is a person or entity that provides medical care or treatment. Healthcare providers include doctors, nurse practitioners, midwives, radiologists, labs, hospitals, urgent care clinics, medical supply companies, and other professionals, facilities, and businesses that provide such services.
The current support and troubleshooting page is aimed at all these target groups, though the majority of users are hospital and medical administrators rather than doctors and nurses directly.
Fixing the support categories
In the existing support page, the categories/issues were arranged in an accordion with a large amount of information under each, lacking adequate context for some links.
Design Iterations
After identifying the main issues, I decided to experiment with different layouts to effectively display information with a focus on making it easy to scan and quickly identify the proper categories for troubleshooting their issues. In this iteration, the main emphasis was on visual presentation and decluttering.
Iteration 1
For my second design iteration, I aimed to reframe the content display and experiment with using a dropdown for navigating through the support categories.
With Dropdown
With assistance from a content designer, we removed redundant fields and information, and restructured the content to make it more concise and accessible. After making some design changes and improving the information hierarchy, and obtaining approval from compliance, we were able to finalize the designs for delivery.
The Additional Support feature allows users to message a WellPoint support associate directly if their issues are not listed or if they encounter difficulty with troubleshooting. Currently, this feature is hidden within accordions
The current Support Form involves filling out a long text form with an overload of information. Our objective was to reduce cognitive overload from a large form and break it down into smaller, more manageable chunks to improve the user experience and make the entire process less daunting.
I explored the possibility of removing personal information and retrieving the provider's details using their case ID/reference number for this iteration. Unfortunately, after a brief discussion with the engineering team, it was decided that this feature would be implemented at a later date due to technical limitations.
Final Design
The final design refined the form into step by step format and refined the content to keep it useful and concise. Click on the prototype link to explore the design.
© Gnanaeshwar 2024