The prompt for this mini-assignment was basically just to create something with 3 deliverables: a task flow and low- and high-res mockups. I was thinking about problems in the healthcare industry and realized that I recently had a difficult time figuring out my health insurance benefits. Explanation of benefits documents are usually long pdf files with charts on every page showing how much each item is covered or not covered.
The problem: Users need a simple way to determine what is covered and not covered by their insurance plan so that they can more easily make informed healthcare decisions.
- Project duration: 6 hours
- Team or individual project: Individual
- Platform: Mobile
- Tools used:
- Adobe Illustrator
- Whimsical (flowchart program)
- UX Designer
- UI Designer
- Task flow
- Low- and high-fidelity wireframes
- Conduct user research to understand whether the problem affects other users
- Design a solution that is as smooth of an experience as possible
The scope was very limited with this assignment, so I ran a simple poll among my friends on Instagram. I found that 92% of respondents felt that it was difficult/confusing to figure out their health insurance benefits and coverage details. Based on this information, I came up with a potential solution: a chatbot app that takes the user’s insurance plan as an input and then lets the user ask it questions about their coverage.
I designed a task flow imagining the simplest possible route for the user. This turned out to be the most concise task flow I’ve ever created.
I designed some low-fidelity wireframes based on what I was imagining the app would look like. I wanted a clean and clear interface that users would already know how to use.
Based on the low-fidelity wireframes I added color, graphics, and polished the overall look and feel of the application.
Potential Next Steps
- Create more example screens
- Create a usable prototype
- Test the prototype with users
- Optimize the design files for engineering hand-off
This was a fun, quick exercise to help build out my portfolio and stay current with the tools of the trade. It would benefit from a conversation with a developer to see how possible this would be to actually create.
The biggest challenge would likely be including as many insurance plans as possible — there are so many plans across the country all with different coverage attributes, and they are subject to change. This could be more easily implemented as a product within an individual health insurance company’s product offerings, i.e. if United Healthcare wanted to offer this chatbot to its customers, that would narrow the scope of the project and make it much more doable.
I hope to see this kind of thing in the future — AI and voice control are certainly driving a lot of recent technology products, and this concept is within reach with current technology.