Head of experience design and strategy

  • Built a team from ground up

  • Brought in the design thinking process

  • Developed weekly sprint cadence 

  • Build monthly testing platform with members 

  • Explored and evaluated technical platforms for an home ground CRM

  • Led the visual design team for creating a new branded look and feel

Every event we host is designed with intention, from the atmosphere we create to the way each session flows.

The Challenge

The healthcare ecosystem is complicated. Data is disconnected, it often feels like people are speaking in tongues with complex medical jargon and care can feel like the last thing on your providers mind. 

author by Humana recognized this challenge as an opportunity to build a more human-centered experience for its members. The mission: to create a completely new service model – supported by range of digital platforms and apps – that bridges the divide between service and clinical expertise in order to meet their members whole-health needs.

Customer Back Thinking

Big Ideas, Real Impact.

The intersection of the member and associate/care team

Concept and Test

We boiled our research findings down to one simple idea to pressure test: Enable an integrated care team to meet the whole health needs of each of our members by empowering them to engage in the moments that matter most. 

  • Made the experience very app like and clean with color use only for key attention needs

  • Robust search allows associates to find documentation needed in the moment

  • Feed of conversation available along on the side for easy reference and engagement

  • Care team to understand what was most critical for them to address as part of their daily planning

  • Phone call monitoring and coaching between member and care teams with key follow-up to-do’s created automatically

  • Next best actions at the member level to help close critical care gaps and help members at each step of their health journey

  • Ability to connect members to critical SDOH services through community network APIs

  • Member screens offered key insights on members that allowed associates to connect to members as people

  • Clear deductible tracker made it easier to answer one of the top questions members were calling in for

  • Activity feed gave running list of all interactions member has had, even outside of just the call center

  • Pharmacy uses pizza tracker to help provide clear transparency on where medication is in process

Research to understand the needs of members, the associates and the care team. Where they intersected and where they were unique. 

Extensive research included qualitative interviews with prospective members and contact center associates; due diligence assessment of potential technology platforms; and various forms of user-centric discovery such as service mapping, persona creation, and facilitating business stakeholder workshops.

Some key highlights:

  • Stood up a monthly research day that met with twenty members to
    co-create and validate thinking

  • Ran weekly sprints with author care team members to co-create requirements and designs for home-grown CRM tool

  • Conducted focus groups on branded design colors and messaging

The author.com branding, experience and design system