Providing dental benefits that empower people to improve their health and enhance their lives.
Understanding the Member Experience Life Cycle Phases from end-to-end
This highlights the front-stage member actions as well as the back-stage flow and how internal pain points are tied to member-facing pain points. This incorporates initial research and Voice of Customer insights.
Initial research was done for Manage my plan to determine naming convention along with what information members would like to know when making changes to their plan.
Explored different concepts of displaying coverage information along with primary member and dependent information with the card component.
Manage my plan allows primary members to add, remove or reinstate dependents.
In addition to adding, removing and reinstating dependents, primary members have the option to add a dependent to start on a future date. Covered dependents that are removed from the plan are moved to No longer on my plan.
As our design system continues to evolve, so does designing for accessibility. Documentation and QA for accessibility comes with each feature that is rolled out.
Providing DHMO members the ability to find and change their dental facility for themselves and all dependents
Initial concepts to see if members would rather be guided when finding a dental facility vs jumping into a dental facility search by themselves.
From concept testing, we found 63% of the users we tested preferred to be guided when it came to their facility selection while 13% preferred to search by themselves. Through the guided search, members still had the option to skip to search.
Building out the stepper component across all platforms along with member and provider experience and ensuring it works across all possible scenarios.
While prepping for dev handoff, for each new component comes with an accessibility documentation to guide the engineers while they build out the designs. Before each release, a QA test for accessibility is done by the engineer along with the designer.