Health Partners
HealthPartners is a nonprofit health care provider and health insurance company that is comprised of various healthcare brands and services. They came to us, looking for a digital strategy to connect all of their healthcare brands and services under one unified system.
In our proposed solution, we explored how a person might be able to search for a provider based on specialty/symptom, a medical professional’s name, or by location, then how they might best be served a list of results and follow through on scheduling an appointment.
During this project, I worked as a Senior Designer alongside Art Director Illi Ferandez, Experience Designer Alisa Avigan, Content Strategist Tiffany Mo, Associate Creative Director Aaron Shimer, and Experience Creative Director Donnie Young.
After meeting with HealthPartners to understand the structure of their healthcare and insurance offerings, the creative and UX team gathered for a work session. We listed the ways HealthPartners could better personalize their experience with user data, detailed the tasks users look to complete within their digital experience, and outlined the structure of the HealthPartners family of brands and began to explore how users might navigate between each brand.
User Profile
Touchpoint 1: New Member Onboarding
Next, we outlined a high-level experience strategy, addressing each touchpoint in the user flow.
Experience Strategies
A: Personalize experiences using data to anticipate needs
B: Enable consistent experiences across touchpoints
C: Showcase the unique brands while connecting the family
D: Provide the right content where and when it’s needed
E: Drive insights and optimization with data analytics
Touchpoint 2: Smart Health Guide
Touchpoint 3: Smart Personalized Search
Touchpoint 4: Simple Tools for Quick Tasks
Touchpoint 5: Seamless Connected Appointments
Experience Architecture Map designed by Experience Designer Alisa Avigan illustrating the HealthPartners Insurance and Care networks and our recommendation that each brand be accessible through a unified system
Experience Designer Alisa Avigan created wires that detail the flow of a user searching for care within the HealthPartners network.
In this flow, Alisa explored how HealthPartners could recommend the best care based on a few quick questions posed to the user.
Based on the answers the user gives, HealthPartners would take the user to a results page that would give them the option to schedule an appointment with their primary care doctor or other medical professionals who might be available sooner.
In the proposed strategy, a user’s scheduled appointment would be automatically added to their calendar with text message reminders leading up to their appointment.
Finally, we explored the detailed design of a single brand experience using Park Nicollet as the brand. The visual design language was influenced by the existing HealthPartners experience and expanded based on our proposed strategy.
In detailing this strategy, we’ve explored the mobile experience alongside desktop, especially with consideration to how this flow will carry through to a user’s appointment and after.
We explored a future state that would implement smart search. In this state, a user would be able to explore any element of care they would want to search for, be it a symptom, doctor, or location, using a single search bar.
We detailed the experience from an unauthenticated state and an authenticated one, providing personalized search recommendations if a user is logged in and top searches if not.
We explored a variety of experiences for search results to populate and ultimately proposed the experience above, featuring an expandable map and three top recommendations for care based on the user’s needs.
After a user makes an appointment, they would see summarized details with the option to edit notification preferences, share their appointment, or add to their Apple Wallet for future check-in.
While we explored a single brand experience with Park Nicollet, we also explored how the HealthPartners family of brands would be accessible from any one of the brand sites through the utility navigation.
Lastly, we explored how the visual design language and functionality proposed for Park Nicollet would be expressed on HealthPartners’ other brand sites.