Blue Shield of California
Chronic Condition Care Pilot Program
Helping users get better access to care
Blue Shield of California’s mission is to help members access the care they need when they need it. However, there is a certain subset of members with chronic conditions that require higher levels of care in order to manage and maintain a healthy lifestyle. Blue Shield of California introduced their first condition care program which enables and incentivizes personalized care for certain conditions. I worked closely with product and development leads to create a design solution across responsive web and 2 native mobile apps. The program is set to launch Jan 2020.
My Role
I led the UX for the project from conception through flows to implementation.
Deliverables:
User flows
Touch point journey maps
Wireframes for responsive web and mobile
High fidelity mockups for responsive web and mobile
Research showed that users would like more personalized experiences for them across their dashboard and benefits experiences. A look around our competitors also showed comparative programs either being developed or launching soon.
User Flow + Touchpoint Maps
To understand how someone would interact with the program on the member site, I created a user flow to explain the various steps they would need to take through the system and outside of the system. Since this program was contingent upon users being aware they have additional benefits they can use and taking advantage of them, emphasis was put on the educational component and awareness about the program.
From there, we charted the members journey from three different perspectives:
Members without a chronic condition
Members with a chronic condition who had already been enrolled into the program based off of claims data (their introduction to the program would include details about their relevant claims)
Members with a chronic condition who haven’t been enrolled and didn’t know about the condition care program (their introduction would be more educational in nature, letting them know that they had these benefits available to them)
