GreenShield
GreenShield
GreenShield
GreenShield
GreenShield
Redesigning the dashboard and introducing new improvements increased service utilization by 16%
Redesigning the dashboard and introducing new improvements increased service utilization by 16%
Redesigning the dashboard and introducing new improvements increased service utilization by 16%
Redesigning the dashboard and introducing new improvements increased service utilization by 16%
Redesigning the dashboard and introducing new improvements increased service utilization by 16%
SUMMARY
SUMMARY
SUMMARY
SUMMARY
Team
Team
Team
Team
Team
1 Product Manager
1 Product Manager
1 Product Manager
1 Product Manager
1 Product Manager
1 Consumer Strategist
1 Consumer Strategist
1 Consumer Strategist
1 Consumer Strategist
1 Consumer Strategist
2 Engineers
2 Engineers
2 Engineers
2 Engineers
2 Engineers
3 Designers (incl. me)
3 Designers (incl. me)
3 Designers (incl. me)
3 Designers (incl. me)
3 Designers (incl. me)
Timeline
Timeline
Timeline
Timeline
Timeline
May ’24 - Oct ’24
May ’24 - Oct ’24
May ’24 - Oct ’24
May ’24 - Oct ’24
May ’24 - Oct ’24
(5 months)
(5 months)
(5 months)
(5 months)
(5 months)
I joined GreenShield shortly after the discovery phase concluded, so I supported two senior designers with dashboard explorations. I also led design for the care services directory and external partner pages, collaborating closely with product, consumer growth strategy, and engineering teams.
I joined GreenShield shortly after the discovery phase concluded, so I supported two senior designers with dashboard explorations. I also led design for the care services directory and external partner pages, collaborating closely with product, consumer growth strategy, and engineering teams.
I joined GreenShield shortly after the discovery phase concluded, so I supported two senior designers with dashboard explorations. I also led design for the care services directory and external partner pages, collaborating closely with product, consumer growth strategy, and engineering teams.
I joined GreenShield shortly after the discovery phase concluded, so I supported two senior designers with dashboard explorations. I also led design for the care services directory and external partner pages, collaborating closely with product, consumer growth strategy, and engineering teams.
I joined GreenShield shortly after the discovery phase concluded, so I supported two senior designers with dashboard explorations. I also led design for the care services directory and external partner pages, collaborating closely with product, consumer growth strategy, and engineering teams.
COMPANY EXPLAINED
COMPANY EXPLAINED
GreenShield provides both insurance coverage and health services to 7.5M+ Canadians
GreenShield provides both insurance coverage and health services to 7.5M+ Canadians
GreenShield provides both insurance coverage and health services to 7.5M+ Canadians
GreenShield offers health and dental insurance coverage to companies and directly to individuals. Through the GreenShield+ platform (GS+) a user can submit claims and also access services like virtual telemedicine, pharmacist consultations, and more.
GreenShield offers health and dental insurance coverage to companies and directly to individuals. Through the GreenShield+ platform (GS+) a user can submit claims and also access services like virtual telemedicine, pharmacist consultations, and more.
GreenShield offers health and dental insurance coverage to companies and directly to individuals. Through the GreenShield+ platform (GS+) a user can submit claims and also access services like virtual telemedicine, pharmacist consultations, and more.
COMPANY EXPLAINED
GreenShield provides both insurance coverage and health services to 7.5M+ Canadians
GreenShield offers health and dental insurance coverage to companies and directly to individuals. Through the GreenShield+ platform (GS+) a user can submit claims and also access services like virtual telemedicine, pharmacist consultations, and more.
COMPANY EXPLAINED
GreenShield provides both insurance coverage and health services to 7.5M+ Canadians
GreenShield offers health and dental insurance coverage to companies and directly to individuals. Through the GreenShield+ platform (GS+) a user can submit claims and also access services like virtual telemedicine, pharmacist consultations, and more.
PRODUCT EXPLAINED
PRODUCT EXPLAINED
What is GreenShield+?
What is GreenShield+?
What is GreenShield+?
GreenShield+ (GS+) is the platform driving GreenShield’s new model of care and coverage. A user can submit health and dental claims, check coverage, access services like virtual mental health support, prescription ordering, nutrition coaching, and more.
GreenShield+ (GS+) is the platform driving GreenShield’s new model of care and coverage. A user can submit health and dental claims, check coverage, access services like virtual mental health support, prescription ordering, nutrition coaching, and more.
GreenShield+ (GS+) is the platform driving GreenShield’s new model of care and coverage. A user can submit health and dental claims, check coverage, access services like virtual mental health support, prescription ordering, nutrition coaching, and more.
PRODUCT EXPLAINED
What is GreenShield+?
GreenShield+ (GS+) is the platform driving GreenShield’s new model of care and coverage. A user can submit health and dental claims, check coverage, access services like virtual mental health support, prescription ordering, nutrition coaching, and more.
PRODUCT EXPLAINED
What is GreenShield+?
GreenShield+ (GS+) is the platform driving GreenShield’s new model of care and coverage. A user can submit health and dental claims, check coverage, access services like virtual mental health support, prescription ordering, nutrition coaching, and more.
DESIGN CHALLENGE
DESIGN CHALLENGE
DESIGN CHALLENGE
DESIGN CHALLENGE
Designed for feature parity, GS+ must address user pain points and growth goals
Designed for feature parity, GS+ must address user pain points and growth goals
Designed for feature parity, GS+ must address user pain points and growth goals
Designed for feature parity, GS+ must address user pain points and growth goals
Designed for feature parity, GS+ must address user pain points and growth goals
The current GS+ dashboard is the first touchpoint for users and is based on feature parity with the legacy platform. The static dashboard has limited functionality so it needs to be redesigned to address user pain points and support new service offerings from insurance and health.
The current GS+ dashboard is the first touchpoint for users and is based on feature parity with the legacy platform. The static dashboard has limited functionality so it needs to be redesigned to address user pain points and support new service offerings from insurance and health.
The current GS+ dashboard is the first touchpoint for users and is based on feature parity with the legacy platform. The static dashboard has limited functionality so it needs to be redesigned to address user pain points and support new service offerings from insurance and health.
The current GS+ dashboard is the first touchpoint for users and is based on feature parity with the legacy platform. The static dashboard has limited functionality so it needs to be redesigned to address user pain points and support new service offerings from insurance and health.
The current GS+ dashboard is the first touchpoint for users and is based on feature parity with the legacy platform. The static dashboard has limited functionality so it needs to be redesigned to address user pain points and support new service offerings from insurance and health.
USER PAIN POINTS
USER PAIN POINTS
USER PAIN POINTS
USER PAIN POINTS
Users need key tasks surfaced, simpler service use, and clear coverage and balance details
Users need key tasks surfaced, simpler service use, and clear coverage and balance details
Users need key tasks surfaced, simpler service use, and clear coverage and balance details
Users need key tasks surfaced, simpler service use, and clear coverage and balance details
Users need key tasks surfaced, simpler service use, and clear coverage and balance details
Insights from research with existing members showed a need to simplify most aspects of the dashboard and platform, including how they find services, join appointments, and understand key tasks, coverage, and balances.
Insights from research with existing members showed a need to simplify most aspects of the dashboard and platform, including how they find services, join appointments, and understand key tasks, coverage, and balances.
Insights from research with existing members showed a need to simplify most aspects of the dashboard and platform, including how they find services, join appointments, and understand key tasks, coverage, and balances.
Insights from research with existing members showed a need to simplify most aspects of the dashboard and platform, including how they find services, join appointments, and understand key tasks, coverage, and balances.
Insights from research with existing members showed a need to simplify most aspects of the dashboard and platform, including how they find services, join appointments, and understand key tasks, coverage, and balances.
Members want to easily and quickly see important tasks and join virtual appointments
Members want to easily and quickly see important tasks and join virtual appointments
Members want to easily and quickly see important tasks and join virtual appointments
Members want to easily and quickly see important tasks and join virtual appointments
Members want to easily and quickly see important tasks and join virtual appointments
They want to understand their insurance coverage, HCSA/PSA balances, and how to use them
They want to understand their insurance coverage, HCSA/PSA balances, and how to use them
They want to understand their insurance coverage, HCSA/PSA balances, and how to use them
They want to understand their insurance coverage, HCSA/PSA balances, and how to use them
They want to understand their insurance coverage, HCSA/PSA balances, and how to use them
Members want to easily find, explore, and use services without feeling overwhelmed
Members want to easily find, explore, and use services without feeling overwhelmed
Members want to easily find, explore, and use services without feeling overwhelmed
Members want to easily find, explore, and use services without feeling overwhelmed
Members want to easily find, explore, and use services without feeling overwhelmed
GROWTH PRIORITIES
GROWTH PRIORITIES
GROWTH PRIORITIES
GROWTH PRIORITIES
Dashboard should increase service use, account spend, and highlight new offerings
Dashboard should increase service use, account spend, and highlight new offerings
Dashboard should increase service use, account spend, and highlight new offerings
Dashboard should increase service use, account spend, and highlight new offerings
Dashboard should increase service use, account spend, and highlight new offerings
The dashboard helps members find and access health services on the platform, whether they have employer sponsored hours or are paying out of pocket. While there were multiple business and growth goals, we focused on three key goals.
The dashboard helps members find and access health services on the platform, whether they have employer sponsored hours or are paying out of pocket. While there were multiple business and growth goals, we focused on three key goals.
The dashboard helps members find and access health services on the platform, whether they have employer sponsored hours or are paying out of pocket. While there were multiple business and growth goals, we focused on three key goals.
The dashboard helps members find and access health services on the platform, whether they have employer sponsored hours or are paying out of pocket. While there were multiple business and growth goals, we focused on three key goals.
The dashboard helps members find and access health services on the platform, whether they have employer sponsored hours or are paying out of pocket. While there were multiple business and growth goals, we focused on three key goals.
Integrate new internal and partner services while clarifying what will be off-platform
Integrate new internal and partner services while clarifying what will be off-platform
Integrate new internal and partner services while clarifying what will be off-platform
Integrate new internal and partner services while clarifying what will be off-platform
Integrate new internal and partner services while clarifying what will be off-platform
Improve service discoverability and utilization to reduce support centre calls and boost revenue
Improve service discoverability and utilization to reduce support centre calls and boost revenue
Improve service discovery and utilization to reduce support centre calls and boost revenue
Improve service discoverability and utilization to reduce support centre calls and boost revenue
Improve service discoverability and utilization to reduce support centre calls and boost revenue
Show accurate HCSA/PSA balances and make spending clear to drive revenue growth
Show accurate HCSA/PSA balances and make spending clear to drive revenue growth
Show accurate HCSA/PSA balances and make spending clear to drive revenue growth
Show accurate HCSA/PSA balances and make spending clear to drive revenue growth
Show accurate HCSA/PSA balances and make spending clear to drive revenue growth
DEFINING REQUIREMENTS
DEFINING REQUIREMENTS
DEFINING REQUIREMENTS
DEFINING REQUIREMENTS
Conducted workshops to identify requirements for the pain points and growth goals
Conducted workshops to identify requirements for the pain points and growth goals
Conducted workshops to identify requirements for the pain points and growth goals
Conducted workshops to identify requirements for the pain points and growth goals
Conducted workshops to identify requirements for the pain points and growth goals
Collaborative workshops between design, product, and consumer strategy helped us determine requirements through which the three growth priorities and user pain points can be addressed, as there is some overlap between both.
Collaborative workshops between design, product, and consumer strategy helped us determine requirements through which the three growth priorities and user pain points can be addressed, as there is some overlap between both.
Collaborative workshops between design, product, and consumer strategy helped us determine requirements through which the three growth priorities and user pain points can be addressed, as there is some overlap between both.
Collaborative workshops between design, product, and consumer strategy helped us determine requirements through which the three growth priorities and user pain points can be addressed, as there is some overlap between both.
Collaborative workshops between design, product, and consumer strategy helped us determine requirements through which the three growth priorities and user pain points can be addressed, as there is some overlap between both.
1. Enable discovery of offers and discounts for services
1. Enable discovery of offers and discounts for services
1. Enable discovery of offers and discounts for services
1. Enable discovery of offers and discounts for services
2. Recommend products and services based on activity
2. Recommend products and services based on activity
2. Recommend products and services based on activity
2. Recommend products and services based on activity
3. Show transaction history for purchases and refunds
3. Show transaction history for purchases and refunds
3. Show transaction history for purchases and refunds
3. Show transaction history for purchases and refunds
4. Allow users to redeem points within GS+
4. Allow users to redeem points within GS+
4. Allow users to redeem points within GS+
4. Allow users to redeem points within GS+
5. Surface chatbot widget
5. Surface chatbot widget
5. Surface chatbot widget
5. Surface chatbot widget
6. Highlight all care services available to the user
6. Highlight all care services available to the user
6. Highlight all care services available to the user
6. Highlight all care services available to the user
7. Let users resume wellness services from where they left off
7. Let users resume wellness services from where they left off
7. Let users resume wellness services from where they left off
7. Let users resume wellness services from where they left off
8. Show remaining balances for services and products covered for a user by their coverage plan
8. Show remaining balances for services and products covered for a user by their coverage plan
8. Show remaining balances for services and products covered for a user by their coverage plan
8. Show remaining balances for services and products covered for a user by their coverage plan
9. Highlight action centre (missing details, deadlines, enrolment, etc.)
9. Highlight action centre (missing details, deadlines, enrolment, etc.)
9. Highlight action centre (missing details, deadlines, enrolment, etc.)
9. Highlight action centre (missing details, deadlines, enrolment, etc.)
10. Display care navigator for recommendation of services
10. Display care navigator for recommendation of services
10. Display care navigator for recommendation of services
10. Display care navigator for recommendation of services
11. Display balances, points, and spending accounts (HCSA, PSA)
11. Display balances, points, and spending accounts (HCSA, PSA)
11. Display balances, points, and spending accounts (HCSA, PSA)
11. Display balances, points, and spending accounts (HCSA, PSA)
12. Link the user’s plan member summary and resources such as employee benefits booklet
12. Link the user’s plan member summary and resources such as employee benefits booklet
12. Link the user’s plan member summary and resources such as employee benefits booklet
12. Link the user’s plan member summary and resources such as employee benefits booklet
13. Allow users to easily purchase services and products with spending accounts or out of pocket dollars
13. Allow users to easily purchase services and products with spending accounts or out of pocket dollars
13. Allow users to easily purchase services and products with spending accounts or out of pocket dollars
13. Allow users to easily purchase services and products with spending accounts or out of pocket dollars
14. Ensure eligibility checks for products based on users’ insurance plans
14. Ensure eligibility checks for products based on users’ insurance plans
14. Ensure eligibility checks for products based on users’ insurance plans
14. Ensure eligibility checks for products based on users’ insurance plans
STRUCTURING REQUIREMENTS
STRUCTURING REQUIREMENTS
STRUCTURING REQUIREMENTS
STRUCTURING REQUIREMENTS
We organized the requirements into two new sections to prevent information overload
We organized the requirements into two new sections to prevent information overload
We organized the requirements into two new sections to prevent information overload
We organized the requirements into two new sections to prevent information overload
We organized the requirements into two new sections to prevent information overload
Considering the possible future additions to the platform and the number of requirements that currently needed to be designed, we concluded our design jam sessions with the decision to introduce two new sections on the GS+ platform.
Considering the possible future additions to the platform and the number of requirements that currently needed to be designed, we concluded our design jam sessions with the decision to introduce two new sections on the GS+ platform.
Considering the possible future additions to the platform and the number of requirements that currently needed to be designed, we concluded our design jam sessions with the decision to introduce two new sections on the GS+ platform.
Considering the possible future additions to the platform and the number of requirements that currently needed to be designed, we concluded our design jam sessions with the decision to introduce two new sections on the GS+ platform.
Considering the possible future additions to the platform and the number of requirements that currently needed to be designed, we concluded our design jam sessions with the decision to introduce two new sections on the GS+ platform.
Wallet
Discover
Dashboard
Wallet
Discover
Dashboard
Wallet
Discover + Services
Dashboard
Wallet
Discover + Services
Dashboard
Wallet
Discover + Services
Dashboard
Wallet
Discover + Services
Dashboard
Wallet
Discover + Services
Dashboard
IDEATION AND EXPLORATIONS
IDEATION AND EXPLORATIONS
IDEATION AND EXPLORATIONS
IDEATION AND EXPLORATIONS
Implemented feedback by separating services and discover, and adding visuals for balances
Implemented feedback by separating services and discover, and adding visuals for balances
Implemented feedback by separating services and discover, and adding visuals for balances
Implemented feedback by separating services and discover, and adding visuals for balances
Implemented feedback by separating services and discover, and adding visuals for balances
We iterated explorations based on feedback from stakeholders, executives, and client users. Discover and services need to be independent so it’s clear on what is covered (services) and what isn’t covered (discover). Additionally, this makes it easier for users who don’t have either health or insurance offerings.
We iterated explorations based on feedback from stakeholders, executives, and client users. Discover and services need to be independent so it’s clear on what is covered (services) and what isn’t covered (discover). Additionally, this makes it easier for users who don’t have either health or insurance offerings.
We iterated explorations based on feedback from stakeholders, executives, and client users. Discover and services need to be independent so it’s clear on what is covered (services) and what isn’t covered (discover). Additionally, this makes it easier for users who don’t have either health or insurance offerings.
We iterated explorations based on feedback from stakeholders, executives, and client users. Discover and services need to be independent so it’s clear on what is covered (services) and what isn’t covered (discover). Additionally, this makes it easier for users who don’t have either health or insurance offerings.
We iterated explorations based on feedback from stakeholders, executives, and client users. Discover and services need to be independent so it’s clear on what is covered (services) and what isn’t covered (discover). Additionally, this makes it easier for users who don’t have either health or insurance offerings.
FINAL DESIGN - DASHBOARD
FINAL DESIGN - DASHBOARD
FINAL DESIGN - DASHBOARD
FINAL DESIGN - DASHBOARD
Eased service discoverability and identified account spending opportunities for GS+ users
Eased service discoverability and identified account spending opportunities for GS+ users
Eased service discoverability and identified account spending opportunities for GS+ users
Eased service discoverability and identified account spending opportunities for GS+ users
Eased service discoverability and identified account spending opportunities for GS+ users
Highlighted the Care Navigator to guide users towards the right services when they feel lost or overwhelmed on the platform.
Highlighted the Care Navigator to guide users towards the right services when they feel lost or overwhelmed on the platform.
Highlighted the Care Navigator to guide users towards the right services when they feel lost or overwhelmed on the platform.
Highlighted the Care Navigator to guide users towards the right services when they feel lost or overwhelmed on the platform.
Highlighted the Care Navigator to guide users towards the right services when they feel lost or overwhelmed on the platform.
Improved service discoverability by organizing services into intuitive categories with descriptions, each opening a filtered view of the directory when selected for quicker browsing.
Improved service discoverability by organizing services into intuitive categories with descriptions, each opening a filtered view of the directory when selected for quicker browsing.
Improved service discoverability by organizing services into intuitive categories with descriptions, each opening a filtered view of the directory when selected for quicker browsing.
Improved service discoverability by organizing services into intuitive categories with descriptions, each opening a filtered view of the directory when selected for quicker browsing.
Improved service discoverability by organizing services into intuitive categories with descriptions, each opening a filtered view of the directory when selected for quicker browsing.
Surfaced offers and services from external partners (originally found in Discover), helping users maximize their spending account balances to access benefits unavailable directly from the partners themselves.
Surfaced offers and services from external partners (originally found in Discover), helping users maximize their spending account balances to access benefits unavailable directly from the partners themselves.
Surfaced offers and services from external partners (originally found in Discover), helping users maximize their spending account balances to access benefits unavailable directly from the partners themselves.
Surfaced offers and services from external partners (originally found in Discover), helping users maximize their spending account balances to access benefits unavailable directly from the partners themselves.
Surfaced offers and services from external partners (originally found in Discover), helping users maximize their spending account balances to access benefits unavailable directly from the partners themselves.
FINAL DESIGN - SERVICES
FINAL DESIGN - SERVICES
FINAL DESIGN - SERVICES
FINAL DESIGN - SERVICES
I launched a new Care Services Directory that displays available services along with informational screens for external services before users are redirected
I launched a new Care Services Directory that displays available services along with informational screens for external services before users are redirected
I launched a new Care Services Directory that displays available services along with informational screens for external services before users are redirected
I launched a new Care Services Directory that displays available services along with informational screens for external services before users are redirected
I launched a new Care Services Directory that displays available services along with informational screens for external services before users are redirected
Implemented category-based filters within the directory, enabling users to easily narrow services while browsing or revisiting ones they’ve already accessed.
Implemented category-based filters within the directory, enabling users to easily narrow services while browsing or revisiting ones they’ve already accessed.
Implemented category-based filters within the directory, enabling users to easily narrow services while browsing or revisiting ones they’ve already accessed.
Implemented category-based filters within the directory, enabling users to easily narrow services while browsing or revisiting ones they’ve already accessed.
Implemented category-based filters within the directory, enabling users to easily narrow services while browsing or revisiting ones they’ve already accessed.
Showcased the Care Navigator in the directory to help users avoid confusion when choosing between two similar services or requesting additions for services not covered by their plan.
Showcased the Care Navigator in the directory to help users avoid confusion when choosing between two similar services or requesting additions for services not covered by their plan.
Showcased the Care Navigator in the directory to help users avoid confusion when choosing between two similar services or requesting additions for services not covered by their plan.
Showcased the Care Navigator in the directory to help users avoid confusion when choosing between two similar services or requesting additions for services not covered by their plan.
Showcased the Care Navigator in the directory to help users avoid confusion when choosing between two similar services or requesting additions for services not covered by their plan.
Determined through research that users may know what service they need but struggle to find quality providers, so I included the provider search feature to help them learn from others’ experiences.
Determined through research that users may know what service they need but struggle to find quality providers, so I included the provider search feature to help them learn from others’ experiences.
Determined through research that users may know what service they need but struggle to find quality providers, so I included the provider search feature to help them learn from others’ experiences.
Determined through research that users may know what service they need but struggle to find quality providers, so I included the provider search feature to help them learn from others’ experiences.
Determined through research that users may know what service they need but struggle to find quality providers, so I included the provider search feature to help them learn from others’ experiences.
FINAL DESIGN - DISCOVER
FINAL DESIGN - DISCOVER
FINAL DESIGN - DISCOVER
FINAL DESIGN - DISCOVER
Simplified the exploration of products and services offered by external partners through Discover
Simplified the exploration of products and services offered by external partners through Discover
Simplified the exploration of products and services offered by external partners through Discover
Simplified the exploration of products and services offered by external partners through Discover
Simplified the exploration of products and services offered by external partners through Discover
Introduced Discover to highlight exclusive offerings from GreenShield’s partner network, including services like Sprout Family and Noojimo Health, which aren’t accessible directly through the partner.
Introduced Discover to highlight exclusive offerings from GreenShield’s partner network, including services like Sprout Family and Noojimo Health, which aren’t accessible directly through the partner.
Introduced Discover to highlight exclusive offerings from GreenShield’s partner network, including services like Sprout Family and Noojimo Health, which aren’t accessible directly through the partner.
Introduced Discover to highlight exclusive offerings from GreenShield’s partner network, including services like Sprout Family and Noojimo Health, which aren’t accessible directly through the partner.
Introduced Discover to highlight exclusive offerings from GreenShield’s partner network, including services like Sprout Family and Noojimo Health, which aren’t accessible directly through the partner.
Helped users quickly understand eligibility by using badges to indicate which account balances could be used towards each product or service.
Helped users quickly understand eligibility by using badges to indicate which account balances could be used towards each product or service.
Helped users quickly understand eligibility by using badges to indicate which account balances could be used towards each product or service.
Helped users quickly understand eligibility by using badges to indicate which account balances could be used towards each product or service.
Helped users quickly understand eligibility by using badges to indicate which account balances could be used towards each product or service.
FINAL DESIGN - WALLET
FINAL DESIGN - WALLET
FINAL DESIGN - WALLET
FINAL DESIGN - WALLET
Introduced Wallet as a cohesive space for users to determine their spending account balances, insurance coverage, and transaction history
Introduced Wallet as a cohesive space for users to determine their spending account balances, insurance coverage, and transaction history
Introduced Wallet as a cohesive space for users to determine their spending account balances, insurance coverage, and transaction history
Introduced Wallet as a cohesive space for users to determine their spending account balances, insurance coverage, and transaction history
Introduced Wallet as a cohesive space for users to determine their spending account balances, insurance coverage, and transaction history
Enhanced visibility of spending balances, benefits booklet, transaction history, and the member ID card, which was previously buried in account details and difficult to access.
Enhanced visibility of spending balances, benefits booklet, transaction history, and the member ID card, which was previously buried in account details and difficult to access.
Enhanced visibility of spending balances, benefits booklet, transaction history, and the member ID card, which was previously buried in account details and difficult to access.
Enhanced visibility of spending balances, benefits booklet, transaction history, and the member ID card, which was previously buried in account details and difficult to access.
Enhanced visibility of spending balances, benefits booklet, transaction history, and the member ID card, which was previously buried in account details and difficult to access.
OUTCOME
OUTCOME
OUTCOME
OUTCOME
Within three months, average utilization across 25+ services rose 16% from 2024
Within three months, average utilization across 25+ services rose 16% from 2024
Within three months, average utilization across 25+ services rose 16% from 2024
Within three months, average utilization across 25+ services rose 16% from 2024
Within three months, average utilization across 25+ services rose 16% from 2024
The designs went live in January ’25, and within three months average service utilization increased by 16%. Call centre volumes decreased significantly, and we successfully transitioned members from physical claim submissions to GS+, reducing overall costs.
The designs went live in January ’25, and within three months average service utilization increased by 16%. Call centre volumes decreased significantly, and we successfully transitioned members from physical claim submissions to GS+, reducing overall costs.
The designs went live in January ’25, and within three months average service utilization increased by 16%. Call centre volumes decreased significantly, and we successfully transitioned members from physical claim submissions to GS+, reducing overall costs.
The designs went live in January ’25, and within three months average service utilization increased by 16%. Call centre volumes decreased significantly, and we successfully transitioned members from physical claim submissions to GS+, reducing overall costs.
The designs went live in January ’25, and within three months average service utilization increased by 16%. Call centre volumes decreased significantly, and we successfully transitioned members from physical claim submissions to GS+, reducing overall costs.
REFLECTION AND LEARNINGS
REFLECTION AND LEARNINGS
REFLECTION AND LEARNINGS
REFLECTION AND LEARNINGS
Key takeaways from the project that impacted 70% of the lines of business, including Insurance and Health
Key takeaways from the project that impacted 70% of the lines of business, including Insurance and Health
Key takeaways from the project that impacted 70% of the lines of business, including Insurance and Health
Key takeaways from the project that impacted 70% of the lines of business, including Insurance and Health
Key takeaways from the project that impacted 70% of the lines of business, including Insurance and Health
1. Design your onboarding process especially when joining a project that’s already underway
1. Design your onboarding process especially when joining a project that’s already underway
1. Design your onboarding process especially when joining a project that’s already underway
1. Design your onboarding process especially when joining a project that’s already underway
1. Design your onboarding process especially when joining a project that’s already underway
Since more design support was needed, I joined the project after the research phase had already concluded. From this experience, I learned that if I hadn’t been hesitant to ask questions early on, I could have spent more time crafting solutions rather than getting up to speed on the project’s context and progress.
Since more design support was needed, I joined the project after the research phase had already concluded. From this experience, I learned that if I hadn’t been hesitant to ask questions early on, I could have spent more time crafting solutions rather than getting up to speed on the project’s context and progress.
Since more design support was needed, I joined the project after the research phase had already concluded. From this experience, I learned that if I hadn’t been hesitant to ask questions early on, I could have spent more time crafting solutions rather than getting up to speed on the project’s context and progress.
Since more design support was needed, I joined the project after the research phase had already concluded. From this experience, I learned that if I hadn’t been hesitant to ask questions early on, I could have spent more time crafting solutions rather than getting up to speed on the project’s context and progress.
Since more design support was needed, I joined the project after the research phase had already concluded. From this experience, I learned that if I hadn’t been hesitant to ask questions early on, I could have spent more time crafting solutions rather than getting up to speed on the project’s context and progress.
2. Utilize a modular and component-driven approach for scalability and personalization
2. Utilize a modular and component-driven approach for scalability and personalization
2. Utilize a modular and component-driven approach for scalability and personalization
2. Utilize a modular and component-driven approach for scalability and personalization
2. Utilize a modular and component-driven approach for scalability and personalization
Some GS+ users have access to both insurance coverage and health services, while others can only view one or the other. When designing the Care Services Directory, I accounted for this by ensuring the experience wasn’t underwhelming or overwhelming regardless of how many service categories a user sees.
Some GS+ users have access to both insurance coverage and health services, while others can only view one or the other. When designing the Care Services Directory, I accounted for this by ensuring the experience wasn’t underwhelming or overwhelming regardless of how many service categories a user sees.
Some GS+ users have access to both insurance coverage and health services, while others can only view one or the other. When designing the Care Services Directory, I accounted for this by ensuring the experience wasn’t underwhelming or overwhelming regardless of how many service categories a user sees.
Some GS+ users have access to both insurance coverage and health services, while others can only view one or the other. When designing the Care Services Directory, I accounted for this by ensuring the experience wasn’t underwhelming or overwhelming regardless of how many service categories a user sees.
Some GS+ users have access to both insurance coverage and health services, while others can only view one or the other. When designing the Care Services Directory, I accounted for this by ensuring the experience wasn’t underwhelming or overwhelming regardless of how many service categories a user sees.
3. Build for short-term feasibility while delivering a vision for the future
3. Build for short-term feasibility while delivering a vision for the future
3. Build for short-term feasibility while delivering a vision for the future
3. Build for short-term feasibility while delivering a vision for the future
3. Build for short-term feasibility while delivering a vision for the future
The redesign addressed most user pain points and growth goals, but every impactful solution didn’t make it to the final design. Providing dynamic content updates based on user activity was a top priority to help users discover relevant offerings, but implementing this required machine learning capabilities which we hope to introduce in the future.
The redesign addressed most user pain points and growth goals, but every impactful solution didn’t make it to the final design. Providing dynamic content updates based on user activity was a top priority to help users discover relevant offerings, but implementing this required machine learning capabilities which we hope to introduce in the future.
The redesign addressed most user pain points and growth goals, but every impactful solution didn’t make it to the final design. Providing dynamic content updates based on user activity was a top priority to help users discover relevant offerings, but implementing this required machine learning capabilities which we hope to introduce in the future.
The redesign addressed most user pain points and growth goals, but every impactful solution didn’t make it to the final design. Providing dynamic content updates based on user activity was a top priority to help users discover relevant offerings, but implementing this required machine learning capabilities which we hope to introduce in the future.
The redesign addressed most user pain points and growth goals, but every impactful solution didn’t make it to the final design. Providing dynamic content updates based on user activity was a top priority to help users discover relevant offerings, but implementing this required machine learning capabilities which we hope to introduce in the future.
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