BLUE CROSS BLUE SHIELD
PROBLEM
How do we redefine Healthcare to be something that is user-friendly and streamlined?
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You can view the site at:
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*My team and I did not design the website, this is just to get a better understanding of the project, thank you.
SOLUTION
We talked to many people that currently have health insurance to truly understand how to make the experience in a medical clinic better. We knew that Blue Cross Blue Shield was going to build a new clinic, but my team and I needed to understand how to make the experience the best that it could be for the user.
MY ROLE
I did a lot of research for this project. I set-up a testing environment, put together the testing plan and script and interviewed over 40 people so that the team and client could get answers to their hypothesis. I also helped facilitate co-design sessions with participants and conducted clinic interviews to further understand the different roles of the clinic staff.
Click here to view a Research Plan
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RESULTS
This was a big project with many moving parts and several different teams and companies working on different areas of the project. I learned a lot from the participants, for example, they aren’t ready for much change within the clinic. Better technology doesn’t always equate to a better experience. Patients want to be treated as human beings, they want to be seen in a timely fashion and they want the doctor to spend time with them.
