Optum App and Optum Guide Digital
Overview
The Optum App provides personalized, affordable healthcare support for our members and their families. Manage healthcare digitally by connecting to various services and providers. The app offers features such as scheduling doctor appointments, reviewing health records, ordering prescriptions, managing health financials like HSAs, and enrolling in support programs.
Tools: Voice of Customer Research, Open and Closed Card Sorts, Tree Tests, User Surveys, User Interviews, Adobe Experience Manager, Qualtrics EM, Creative Workshops, QA Support,UAT Testing, CoPilot and Figma
Care Navigation
Optum Guide is a comprehensive advocacy program designed to support our members, mainly focusing on those who are significantly impacted by health challenges. Through the online portal or the Optum app, members can reach out to their individually assigned Care Guides via phone or chat to book appointments, answer claims questions, and even help source food to feed their families. Through health records and claims data, Optum Guide provides real-time personalized health recommendations to members with recent lifestyle struggles or serious ailments.
Find and Price Care
Beyond leveraging the research methods, like card sorting and user interviews, we tapped into the power of generative AI to synthesize the large volume of data related to Finding a provider. This technology helped us synthesize information, identify themes, and recognize patterns in user behavior. Ultimately, we uncovered valuable insights that significantly shaped the design hierarchy and prioritized features behind our build to provide the most powerful impact on the user experience when they need to locate a doctor or price a procedure.
Streamlined Co-branding and White Labeling
We sold our product and app to clients with their brand in mind. We quickly enabled clients' branding throughout the platform by utilizing our modular design tokens. In addition, using vanity URLs and custom product pages within the app store also ensures a familiar brand experience for our client's employees when they need to access their sponsored benefits.
The design teams provided a JSON file to streamline the development process to facilitate quick and efficient branded releases within one sprint. This approach accelerated the implementation timeline and maintained the highest standard for QA testing.
