Meritain Health offers employers comprehensive, integrated wellness and cost management services.To successfully control healthcare and health benefit costs, today’s employers need fully integrated, end-to-end solutions to their health benefit requirements.
ROLES AND RESPONSIBILITIES
THE CHALLENGE
Build all portals with RWD so that each portal screen would work for all types of devices i.e. desktop, tablet and smartphone. Roadmap to uplift features of Meritain.com and its associated portals and add features that would take Meritain ahead of the competition by Jan 2016
TEAM AND TASKS
I led the product design – User experience, interface and design system – of this project from
July-December 2015. Three researchers including me worked, and I collaborated with a Product manager, and product marketing and research of Meritain core product of MY MERITAIN
DESIGN SOLUTION AND ROADMAP
Conduct ideation workshop and Design low fidelity wireframes for key screens.
Design high level visual concept mockups for key screens (Using RWD, each screen is designed for 3 devices (desktop,tablet and smartphone).
Working sessions to prioritize features and develop / refine Implementation roadmap
CUSTOMER INSIGHTS
Offering this new type of experience required a new feature and demand.
Before starting to build, it was important to understand more about those two areas, so interviewed 12 users. Below are some of the key findings:
1
Design
General consensus is the current design is outdated in both functionalities and aesthetics
1
Design
Explore modular parts and components that can be selected to form a custom whole, but limit configurability options to a practical number
2
Data Mining & Business Intelligence
Prevention alerts and notifications that improve members’ health (e.g. annual physical reminder, etc.)
2
Data Mining & Business Intelligence
Wearable device integration to track members’ health
Cross selling-suggest and up-sell value-added plan op- tions based on group’s utilization data and trends
3
Brand & Marketing
My Meritainas a separate identity should be retired and be consolidated into a singular experience.
3
Brand & Marketing
Healthy Merits as a service should be consolidated into one new site offering a one-stop-shop
Explore re-activating social media program to monitor and mitigate negative comments
4
Think Mobile
Mobile presence is a huge need
Empower users to perform more self-service tasks (e.g. claims submission) to reduce CSR call volume
3
Think Mobile
Provide multi-mode communication via chat, SMS, phone, email, etc. Provide customer feedback tool
FEATURES RECOMMENDATION
We conducted a large-scale survey to map demand interests; and identified the features that needed.
THE APPROACH
The recommended design approach runned based on a fusion of 3 dimensions:
Meritain’s input, User research and our’s expertise + Industry best practices.
USER FLOW AND TRIGGERS
Incorporating assessment results from discovery, user needs hypotheses from personas and journey maps, and domain knowledge.
A brand new UX redesign for Meritain’s digital platform invigorate the brand and position it well to first achieve parity with the competition, then surpass it later.
Meritain experience
A user experience case of a platform created to empower user's overall experience using Meritain portals.
THE VISUAL LANGUAGE
Before the visual convertions, the wires went for a round of reviews with stakeholders and users. High level UAT happened to receive
sign-off for the clickable wires. I have been asked to provide the revised estimation for the visual deliverables.
