Blue Shield of California

Member Portal Enhancements

Dashboard Preview.jpg


My Role

I led the UX for the member portal from flows to high fidelity mockups to implementation. I worked closely with a cross-functional team to help gather requirements and advise on the strategic approach. From there, I provided wireframes, prototypes and mockups which we would validate through usability testing and iterate on as needed.

Deliverables:

  • User flows

  • Wireframes for responsive web and mobile

  • Interactive prototypes for testing and implementation

  • High fidelity mockups for responsive web and mobile

Main projects included:

  • Member dashboard redesign

  • Creating a pilot program aimed at helping users with chronic conditions get better access to care

  • Security enhancements to registration and log in

  • Mobile prototype for baseline testing


Member Dashboard Redesign

Project highlights include:

  • 3 rounds of user testing to validate and prioritize features of the dashboard

  • Tying in new brand direction into the visual design to maintain consistent voice across all mediums

  • Increase contrast and accessibility on member dashboard to bolster findability of features

  • We determined that an incremental approach to dashboard changes would be best to ease members into the new dashboard designs. Dashboard v2 to be launch in Feb 2020.

Current dashboard experience:

Dashboard Authenticated.png

New dashboard experience:

New Dashboard Full.jpg


Condition Care Pilot Program

Full Case Study Here: Condition Care Pilot Program

Project highlights include:

  • Creating a new pilot program for Blue Shield aimed at helping members with chronic conditions receive better access to care

  • Incentivizing members to engage with a program that builds better behaviors

Condition Care Program.png


Interactive Prototype for baseline mobile testing

Blue Shield wanted to perform usability testing to get a baseline for how members interacted with our native iOS app but needed something that could be shown to the public without revealing any private health information. I created the prototype based off of our current application to give testers the experience of interacting with the largest elements of the app so we could gather data on highest areas of interest.

Prototype made in Axure RP.

Insights from the research include:

  • Dashboard card carousel was rarely utilized

  • Clicking on the main header with member’s name was not intuitive way to arrive at profile page

  • Claims and Find a Doctor were most heavily used (expected behavior) but main suggestion was to be able to pay a bill within the native app experience (currently takes member to an external third party site)

  • Mobile dashboard redesign and in-app payments currently underway

 

Try it out! ^