Case Study
Health Care Service Corporation
Health Care Service Corporation
Mobile Application
2023
HCSC asked for refinements to their mobile app for Blue Cross Blue Shield. Working alongside project managers, developers, researchers, and other designers, we achieved quantifiable results showing improved user understanding.
UX Designer / HCSC / Collabera / Ascendion
UX Designer / HCSC / Collabera / Ascendion
We began by getting the research team and project managers to inform us on what the pain points to this mobile experience was. Specifically, I was tasked with finding improvements on the dental spending user flow. Years of previous efforts and a revolving door of designers has led to a sort of disconnect on what the established brand guidelines were, which immediately became problematic as the company itself is in disagreement on what styles and libraries are standard. There was a separate team of designers working on the desktop experience, so we would syncronize our efforts in design reviews.
Two versions were created, both being prototyped for A/B user testing, noting decisions users would make and how long it took to accomplish specific tasks such as: “find and compare two family members’ in-network deductible and how much is remaining for the family.” These results led us to choose the more successful design.
The biggest take-away from this project, compared to those worked on previously, are that it is much easier to design when all the necessary guidelines have been established. Overall, the final prototype was well-received and is essential to building other parts of the mobile app using the same patterns.