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Project
001
Care Scheduling for Employee Assistance
Care Scheduling for Employee Assistance
A comprehensive redesign for the client and member-centric web and mobile based service platform, enabling benefits for emotional well-being.
Info
002
Role
Role
Role
Experience Design Lead
Experience Design Lead
Experience Design Lead
Timeline
Timeline
Timeline
March 2022 - July 2024
March 2022 - July 2024
March 2022 - July 2024
Tools
Tools
Tools
Figma, Sketch, Invision, Miro
Figma, Sketch, Invision, Miro
Figma, Sketch, Invision, Miro
Team
Team
Team
3 UX designers, 2 Visual Designers
3 UX designers, 2 Visual Designers
3 UX designers, 2 Visual Designers
For many employees facing personal challenges, stress and discomfort can become a regular aspect of their daily lives. In such times, an Employee Assistance Program (EAP) stands ready to connect them with necessary support resources, aiding in maintaining their well-being and productivity.
Following years of refining its support services, Carelon & Elevance seeked to enhance its offerings and explore fresh opportunities. In pursuit of this goal, we tapped to elevate every aspect of its services and refine its product strategy.
Problem:
Carelon required a strategy to distinguish its brand from the practices it served, while improving the digital platform to streamline client and practice workflows. Members also needed an experience that prioritized their mental health and benefits with care and sensitivity.
Outcome:
We streamlined Carelon and Elevance’s complex relationships to prioritize member needs, transforming the EAP platform into a member-first experience. Our redesign improved understanding of services, increased engagement, and delivered a customizable, scalable solution for future mental health support.
Deliverables:
Customized landing and iterative data
Client focused co-branding
Tech and third party integrations
Visual languages with customized client approaches
Scheduling, troubleshooting and onboarding experiences
Challenges
003
Common design system
A lack of a well-defined design system across the two brands and consistency in guidelines and prioritization.
Feature prioritization
The product owners categorized the benefits primarily from a business perspective, leading to a less engaged member opinion
User flow optimizations
Members are unable to quickly get to what they want. They had limitations with skimming through content and access to resources
Lack of cohesive flows
Disjointed or fragmented connection between different components in the design system, work flows as well as imagery and content
Third party integrations
Limitations in user experiences while accommodating varying API capabilities and data formats while balancing aesthetic coherence.
Lack of inspiration
Striving for originality amidst stagnant content demanded innovative approaches to visual storytelling and user engagement strategies.
Brand positioning
Navigating ambiguity to define visual identity and messaging coherence. Absence of thorough understanding of target audience and competitive landscape, amidst evolving brand narratives.
We focused on Building "with" Carelon rather than for.
Our approach involved collaborative brainstorming, iterative feedback, and transparent communication to create tailored solutions. By involving Carelon stakeholders, community and their clinical teams from inception to completion, it helped foster ownership, trust, and long-term partnerships, resulting in cross-disciplinary vetted outcomes.
Activities
004
By conducting frequent workshops with the client and engaging with external development and business teams, we meticulously charted the path for a redesigned digital interface tailored to employee assistance.
Agile design implementation for feedback towards evolving business needs.
Prioritized feedback towards evolving business needs through a collaborative and iterative approaches to product development that emphasizes continuous feedback loops, adaptive planning, and rapid prototyping.
Facilitating for digital optimization and clinical value.
We built for digital optimization and clinical value in healthcare using digital tools and data analytics to streamline processes, improve care delivery efficiency, and enhance member outcomes. We helped Carelon focus on third party integrations using electronic health records, telemedicine, and AI-driven analytics, healthcare providers can personalize treatments, streamline workflows, and extend care access.
Prioritizing features for easy member access and increased business participation.
Prioritizing features for easy member access and increased business participation involved shortlisting member first user-friendly functionalities that streamline access for members and incentivize businesses to engage more actively. We built for conversations within the business to have a collaborative yet cross-functional approach towards design decision making.
Strategy Deck ↗
*Note: The Strategy deck is a glimpse focusing primarily on efforts towards feedback organization, user testing and future scopes.
Solution
005
1
A member-centered experience through tailored partnerships
We created the ability to co-brand, including dynamic content for client collaboration and integrations with third part vendors as well.
2
AI driven suggestions improving member access to free mental health resources.
Smart suggestions based on member behaviors with modular card-based visual design for better visibility of offerings and non-cluttered resource management
Intuitive user journeys through a well-connected and cohesive user experience
Converting a static resource library to building an end-to-end flow for appointments for quick communication between providers and members
3
An informed new digital provider portal to streamline and respond to appointments.
We designed a centralized platform where providers can efficiently manage their services, appointments, and client interactions. Through the dashboard, providers can access real-time data, track member progress, and streamline administrative tasks while elimination information overload for members.
4
An assisted appointment experience to encourage mindful care
Enabled in the secured experience, members and dependents could request appointments, choose preferred timings, and explain their blockers to providers before meeting them online or in-person. The flows guided the member through conversational touch-points while understanding their needs and fostering direct communication channels during emergencies.
5
Templates for scalability and quick adaptation
We adopted a meticulous approach to ensure adaptability and efficiency, creating templates that laid the foundation for scalable features and streamlined content management. These templates ensured consistent design and functionality, while enabling swift replication and customization to meet evolving demands. This strategy enhanced system agility, allowing for rapid deployment of tailored solutions without compromising quality or flexibility.
6
Interactive feedback driven conversational experiences
Design details
007
Collaborative design systems
Enhanced communication, and harnessed the collective intelligence of diverse teams, resulting in accelerated project timelines, higher quality outputs, and enriched user experiences.
Brand palette
Cultivated visual consistency, strengthened brand identity, and fostered memorable connections with audiences
Active imagery
Engaged audiences, conveying energy and dynamism, fostering emotional connections, and enhancing message resonance.
A snapshot of the design system
Impact
006
Transformative Results: Productivity Soars, Wellness Flourishes
88% boost in productivity
72% less absenteeism
60% reduction in presenteeism
78% shift from severe to moderate mental health status
One interoperable & end-to-end member experience
The EAP connects with pharmacies, telehealth providers, and HSA/FSA accounts within the healthcare ecosystem to offer seamless, one-stop access to all member services.
Promoting member and employee centered experience
Through seamless third-party integrations, we’ve created customized experiences for over 1,000 clients within the Carelon EAP ecosystem, focusing on member-first access.
Real time updates and feedback
The provider search, customer care, and critical event support are real-time features that provide members with expert advice and assistance as quickly as possible.
Learnings
007
Our aim was to redesign the current EAP platform with a focus on enhancing comprehension, boosting member engagement, and facilitating client scalability. This involves creating a member-centric assistance library that encompasses appointment scheduling, critical support services, and more.
Experimentation and embracing faliure
Promoting a culture of experimentation encouraged bold creativity and a fearless approach to failure. Embracing failure as part of the design process allowed me to learn, iterate, and refine solutions, uncovering insights that drove innovation and continuous improvement.
Business needs in sync with member needs
A key learning was aligning business needs with member needs to create an effective product. By addressing both organizational objectives and individual EAP member requirements, we maximized value. This balance ensured business goals were met while delivering meaningful support, enhancing the program’s overall success and impact.
Early tech adoption
Early tech adoption was key in developing an EAP product with multiple teams and complex integrations. It allowed us to identify challenges early, streamline collaboration, and ensure scalability. This approach enhanced functionality and performance, leading to a more innovative and effective solution.
For many employees facing personal challenges, stress and discomfort can become a regular aspect of their daily lives. In such times, an Employee Assistance Program (EAP) stands ready to connect them with necessary support resources, aiding in maintaining their well-being and productivity.
Following years of refining its support services, Carelon & Elevance seeked to enhance its offerings and explore fresh opportunities. In pursuit of this goal, we tapped to elevate every aspect of its services and refine its product strategy.
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