Aetna is an enormous healthcare organization with 100’s of medical experts and insurance specialists. Overtime, the consumer facing website and mobile applications began to reflect how these experts viewed healthcare and insurance rather than the customer's understanding of their services. This impacted user satisfaction with the service by making critical health information and tools hard to understand, find, and use.
Restructure the web and mobile applications to mirror a customer's perspective of insurance and health care to help users successfully find and complete tasks. Customer success leads to healthier outcomes and cost savings for members.
My goal was to understand the issue rather than merely assuming it. It involves speaking to and spending time with people who are affected by the issues.
This discovery methods on this project included:
The insights gathered from the discovery phase can help to define the challenge in a different way.
The Definition methods used on this project included:
Give different answers to the clearly defined problem, seeking inspiration from elsewhere and co-designing with a range of different people.
The Development methods and deliverables used on this project included:
Testing out different solutions at small-scale, rejecting those that will not work and improving the ones that will.
The Delivery methods and deliverables used on this project include:
By the end of the research, workshops, and user research we had a solution that worked much better for the user and the business.Success rates went from below 50% in some parts of the application to over 90%. This was a dramatic in delivering value to the customer at the end of the process.
I'd love to help add value to your project or organization. I'm open to consulting or contract engagement for any sized company from early stage start-ups to multinational enterprise corporations.
