Blue Shield of California
EngagementPoint app design
Blue Shield was looking to create a mobile experience for the self-funded line of business to increase users’ healthcare engagement
Services
Competitive analysis
User-interface design
Mobile app design
Designing for iOS
User interviews
Card sort
Deliverables
User-interface designs
High-fidelity prototype
UX and accessibility recommendations
Outcomes
A bevy of user-based UX recommendations will give the team the tools they need to continue to iterate the product
My robust prototype will serve as a valuable tool for sales and training demos as well
Challenge
Design a useful and engaging app for users in the self-funded line of business to access their plan info and healthcare resources, and engage in fun challenges to boost movement and improve health
Users in the self-funded line of business needed an app experience to not only access all of their Blue Shield account, doctor, and claims information, but also to engage on a deeper level with their own health by competing in step challenges with coworkers and reading health education content.
Approach
Conduct user research to inform IA and work within the constraints of an out of the box experience to optimize usability
A fairly rigid out of the box vendor experience made implementing global changes challenging, but in addition to providing usability- and accessibility-related UX recommendations to be added to the vendor’s roadmap, I was able to define how the app was organized. I accomplished this by conducting a card sort with pilot users and design “pivot” screens to navigate the app.
I conducted several in-person card sort exercises with pre-pilot beta testers
Result
User-driven information architecture and UX recommendations form a firm basis upon which to iterate and improve
During the pilot period, we were able to interview users to identify pain points and provide specific recommendations for improving the experience.
