CDPHP
Member Chat
About the Project
Team: 1 UX Designer, 30 Stakeholders
My Role: Lead UX Designer
Project Duration: In Development
Tools: Figma
Problem: Not every member that calls CDPHP should need to enter in all of their identifying information or wait to speak to someone for a simple question. This takes valuable time away from both the member and a CDPHP customer service rep or one of the on-staff providers (doctors).
Solution Hypothesis: Introducing a chat feature utilizing a bot for generic questions or connecting a member to the appropriate provider will save time. Providing the member with options to direct their questions to the right agent will increase overall productivity. Introducing a message transcript history would also provide invaluable information if the member ever needed to reference their question again.
Persona 2: "Family-Focused Mike"
Age: 42
Occupation: Software engineer
Background: Mike is a loving husband and a father of two children. He and his family rely on CDPHP health insurance for comprehensive coverage, including regular check-ups, vaccinations, and treatment for various health conditions. Being tech-savvy, Mike appreciates modern solutions that simplify healthcare management for his family.
Goals: Mike wants the chat feature to be intuitive and convenient, enabling him to manage his family's healthcare efficiently. He seeks information on family plans, understanding the coverage for specific medical procedures, and accessing digital ID cards for his dependents. Mike also desires a proactive support system that reminds him of upcoming appointments and potential cost-saving opportunities.
Pain Points: Mike finds it frustrating when he can't easily locate specific information about his family's health insurance or when he encounters technical glitches while using the chat feature. He wishes to avoid repetitive information requests and prefers a streamlined experience.
Research
t every member that calls CDPHP should need to enter in all of their identifying information or wait to speak to someone for a simple question. This takes valuable time away from both the member and a CDPHP customer service rep or one of the on-staff providers (doctors).
Persona 1: "Health-Conscious Helen"
Age: 35
Occupation: Yoga instructor and freelance writer
Background: Helen leads an active lifestyle and values her health. She's a health-conscious individual who regularly practices yoga and follows a plant-based diet. She relies on CDPHP health insurance for regular check-ups, preventive care, and occasional treatment for minor health issues.
Goals: Helen wants a seamless and user-friendly chat feature that allows her to quickly access information about covered services, find nearby in-network providers, and inquire about her claims and coverage details. As a busy individual with multiple jobs, she values efficiency and expects timely responses from the chat support.
Pain Points: Helen occasionally struggles to navigate complex insurance terminologies and policies. She also dislikes long wait times for customer support and prefers personalized assistance tailored to her unique health needs.
Figma Components
Current state of Chat design
Takeaways
I would have liked to have overseen the completion of this project. While this is obviously doesn't lend itself to a lot of content to view and discuss, I do believe that it is an important reminder that not every project that I work on will have the opportunity to be developed. If anything, what I have learned thus far is that staying on task is important and too easy to head down a rabbit hole in a meeting between 30+ stakeholders.
Managing the expectations of those involved and ensuring that discussion stays relevant is a skill that should continue to be a focus. Being mindful of the time for all of those involved is also important. By making live edits in Figma whenever possible, I gift the potential of one less meeting to review updated designs.