Optum App and Optum Guide Digital
Overview
The Optum App provides personalized, affordable healthcare support for our members and their families. Manage healthcare digitally by connecting to various services and providers. The app offers features such as scheduling doctor appointments, reviewing health records, ordering prescriptions, managing health financials like HSAs, and enrolling in support programs.
Tools: Voice of Customer Research, Open and Closed Card Sorts, Tree Tests, User Surveys, User Interviews, Adobe Experience Manager, Qualtrics EM, Creative Workshops, QA Support,UAT Testing, CoPilot and Figma
Clickable Prototype
Keeping a clickable prototype of our Guide digital portal and React Native app enables the sales team to effectively showcase our platform to clients. By regularly updating the prototype with the latest features, we provide a clear representation of our vision, allowing for real-time validation of our designs through user testing. This approach not only enhances our sales strategy but also ensures that our user experience is continuously shaped by direct feedback.
Care Navigation
Optum Guide is a comprehensive advocacy program designed to support our members, mainly focusing on those who are significantly impacted by health challenges. Through the online portal or the Optum app, members can reach out to their individually assigned Care Guides via phone or chat to book appointments, answer claims questions, and even help source food to feed their families. Through health records and claims data, Optum Guide provides real-time personalized health recommendations to members with recent lifestyle struggles or serious ailments.
Find and Price Care
Beyond leveraging the research methods, like card sorting and user interviews, we tapped into the power of generative AI to synthesize the large volume of data related to finding a provider. This technology helped us synthesize information, identify themes, and recognize patterns in user behavior. Ultimately, we uncovered valuable insights that significantly shaped the design hierarchy and prioritized features behind our build to provide the most powerful impact on the user experience when they need to locate a doctor or price a procedure.
Streamlined Co-branding and White Labeling
We sold our product and app to clients with their brand in mind. We quickly enabled clients' branding throughout the platform by utilizing our semantic design tokens. In addition, using vanity URLs and custom product pages within the app store also ensures a familiar brand experience for our client's employees when they need to access their sponsored benefits.
The design teams provided a JSON file to streamline the development process to facilitate quick and efficient branded releases within one sprint. This approach accelerated the implementation timeline and maintained the highest standard for QA testing.
Optum App Flagship
A lofty goal is to seamlessly integrate seven UnitedHealth Group properties to empower our members to navigate their health needs more effectively. Whether checking their HSA, managing prescriptions, reviewing recent claims, or booking a doctor's appointment for their child, the Optum app and Guide portal provide a comprehensive platform that streamlines these processes. We aim to help our members achieve their health goals easily and conveniently, ensuring they have the tools they need at their fingertips.
Journey Based Design Work
Our UX team embarked on an ambitious assignment, quickly spinning up a small, dedicated design team to launch a pilot in just a few months. Faced with tight deadlines, we empowered each designer to take charge of their journey-based work, fostering a safe environment where creativity could thrive. Central to our success were the design operations, which involved developing a file structure and delivery directory that ensured our partners had easy access to flows and prototypes with each rapid release cycle.
Collaboration was a cornerstone of our process. We invited accessibility engineers, developers, architects, and even sales representatives to participate in creative workshops. Diverse mindsets produce the best outcomes; we tapped into this collective brainpower through engaging activities like sketch-a-thons and lightning demos. We developed a governance process, concept tear sheet with weekly reviews and feasibility checks. Overall, our solid design process ensured we had the foundation to navigate the most significant challenges while delivering on time.
