Improving the UnitedHealthcare Service Center Agent experience.
OVERVIEW
Improved the UnitedHealthcare Service Center Agent experience by designing an easier desktop experience to enable agents to more quickly and accurately reach a resolution for a member.
CLIENT
UnitedHealthcare
ROLE
Junior designer-
business stakeholder interviews | user research | artifact creation | co-creation session | prototype creation and delivery.
YEAR
2017
The Problem
Design Process
Ethnographic research & synthesis | Artifact creation | Co-creation session | Prototype creation
User workflow
12 screens created in total | 6 screens shown for reference
Service Center Agent Dashboard
Provider Overview
Provider Search
Claim Search
Issue Tracker
Service Center Agent Tasks
Outcomes
The prototype produced was used to secure funding and to user test to gather further feedback.
It's currently in the process of being iterated upon, developed, and implemented to empower
thousands of service center agents across the enterprise to faster issue resolution for
providers, allowing them to focus on providing the best care for the patient.
Session NPS: 100%
Property of UnitedHealthcare. Do not distribute or reproduce without express permission from UnitedHealthcare.