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Project
001
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.
Objective
003
Goal:
Carelon needed a new strategy to differentiate their brand from the practices they served.
Practices and clients needed a better experience with the existing digital platform to streamline their workflows.
Members needed to feel that their mental health & benefits were prioritized and treated with sensitivity.
Result:
We deconstructed Carelon and Elevance’s complex relationships to balance the needs of members, medical practices, and the DFD product itself.
Following our redesign efforts, the EAP platform now offers a member first experience that promotes a better understanding of available services and resources. Leading to an increase in member engagement, the product is highly customizable to client needs and scalable to future scopes for 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
004
We faced challenges as we worked with two brands from the healthcare industry who wanted to focus on customization for over 3000 of their clients. This also meant digitally revamping their experience for over 90K of their members.
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
005
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
006
1
A member-centered experience through tailored partnerships
We streamlined the entire EAP member journey into sets of requirements, which became the pillar of our solutions. We detailed these to adhere to member needs while keeping business requirements at the center of the solution.
We focused a more authentic brand and product aesthetic that could be adjusted for different audiences and situations, while still honoring Carelon's collaborative relationships with its practice partners.
40 px
40 px
40 px
We created the ability to co-brand, including dynamic content for client collaboration and integrations with third part vendors as well.
2
Improving member access to free care resources
We envisioned easy and upfront access to emergency and free healthcare resources for members through custom cards, urgent assistances and building provider directories within the product.
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.
Collaborating with Carelon's clinical team, we revamped their digital care coordination portal for mental health for providers. By focusing on key UX enhancements and user objectives, we engaged with clinical teams to understand their usage challenges and experiences, gathering valuable feedback to inform our proposed solutions and create a roadmap for future improvements prior to implementation.
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 new appointment experience to encourage mindful health
Carelon had a strong engagement from members with their mental health assessments, but wanted to improve engagement by enhancing the scheduling experience. We focused on bringing trust and guidance into the clinical workflow using tutorials, guided assistance and live scheduling updates.
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
Designing for scalability and quick adaptation
We built templates to ensure scalability for the features, enabling easy and efficient content management. Provide a foundation for consistent design elements and functionalities, enabling efficient replication and customization as demand grows, this approach fostered agility and allowed for rapid deployment of tailored solutions, ensuring scalability without sacrificing quality or flexibility.
We employed a meticulous approach to ensure adaptability and efficiency. By crafting templates, we laid the groundwork for seamless scalability of features, facilitating streamlined content management processes. These templates not only provided a robust foundation for maintaining consistent design elements and functionalities but also enabled swift replication and customization to accommodate evolving demands. This strategy bolstered agility within the system, allowing for rapid deployment of tailored solutions without compromising on quality or flexibility.
6
Interactive feedback driven conversational experiences
We built templates to ensure scalability for the features, enabling easy and efficient content management. Provide a foundation for consistent design elements and functionalities, enabling efficient replication and customization as demand grows, this approach fostered agility and allowed for rapid deployment of tailored solutions, ensuring scalability without sacrificing quality or flexibility.
Design details
007
A f1exible design system to make every touchpoint cohesive.
A lightweight design system framework tied everything together across brand and product. We focused on creating expandable templates & unique design themes for high priority clients that Carelon and Elevance had while maintaining a centralized library of components and styles to make every touchpoint feel like a Carelon experience.
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
008
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 interfaces with multiple partners - pharmacies, telehealth providers, HSA/FSA accounts, in the larger healthcare ecosystem to provide a seamless, one-stop access for all member services.
Promoting member and employee centered experience
With the help of seamless third party integrations, we’ve centered customized experiences for over a 1000 clients within the Carelon EAP ecosystems which also focus on member-first directives for easy access to mental health, emotional well-being and more.
Real time updates and feedback
The provider search, customer care experiences and critical event support are all real-time features which help the member with expert advice and help as quickly as possible.
Learnings
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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 was instrumental in encouraging bold creativity and fostering a fearless attitude towards failure within the team. Embracing failure as an inevitable part of the design journey allowed us to learn, iterate, and ultimately produce more refined and impactful solutions. Through this iterative process, valuable insights were uncovered, propelling us towards innovation and continuous improvement.
Business needs in sync with member needs
A key learning was the importance of aligning business needs with member needs to create a truly effective product. By ensuring that our solutions catered to both the organizational objectives and the individual requirements of EAP members, we maximized the value proposition of the product. This synchronization fostered a harmonious balance where business goals were met while also delivering meaningful support to those accessing the EAP services, ultimately enhancing the overall success and impact of the program.
Early tech adoption
Early tech adoption proved to be a critical learning in developing an EAP product involving multiple tech teams, external integrations, and complex solution architectures. By embracing new technologies early on, we were able to identify potential challenges and integration issues ahead of time, allowing for proactive problem-solving. This approach facilitated smoother collaboration across diverse technical teams and ensured that our complex architectural solutions were robust and scalable. Additionally, early adoption allowed us to leverage the latest advancements to enhance the product’s functionality and performance, ultimately delivering 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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