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Humana Case Study 

Updating The Advocates Tool

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Overview

Humana Inc. is a for-profit American health insurance company based in Louisville, Kentucky. My role at Humana was simple; Design and research iteratively to improve the current product and increase usability satisfaction.

Problem Statement

Humana is providing a product to assist their advocates that provide customer service to those that have benefits such as medicaid and medicare. Currently the advocates have several screens/windows open to perform various task. Humana wants to provide the advocates with one system that does it all.

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Designing on Laptop

Users & Audience

The users and audience for this product would be the advocates that assist people who have medicaid benefits, medicare benefits or both benefits at the same. Those users are dual eligible benefit holders.

My Role and Responsibilities

  • Develop high-level and/or detailed user scenarios, wireframes and prototypes to effectively communicate design ideas.

  • Collaborate with team members to focus on integrating best practices in usability, analytics, accessibility, responsive design, social media marketing, cross-platform strategy and Agile development.

  • Deploy a diverse skill set including the abilities to understand complex business goals, product and technical content, interaction design, and brand strategy in order to create engaging, effective and accessible experiences for our wide range of customers.

  • Understand target audiences needs, tasks, and goals and translate them into creative concepts and functional components.

  • Participate in the refinement of user personas and identify scenarios to clarify results of user research and focus the team's design efforts on the needs of key users.

What I Focused On The Most

Working Together on Project

Timeline

The scope ran in 2 week sprints and once per month, th UX design team had to present progress and completed stories to client and stakeholders.

Laptop and Phone

Testing and Feedback

Some constraints were getting a slot of time for the advocates to view and test our tool. This feedback is need to iterate on findings based off of feedback

Digital Reading

Iteration

Another constraint was eliminating personal preference to take a user centered approach in regards to very strict deadlines (Some stories would have to be carried over or placed in the backlog).

Updating Existing Solution

Updating Advocates Landing Page

  • Daily collaboration with the UX Design team, Software Developers and Product Partners on updates to current designs.

  • Worked closely with Product Managers and Content Strategist on Humana MVP and Sharepoint Website.

  • Designed prototypes for testing with advocates, for feedback and design iterations.

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Here is the advocates landing page. Plenty of collaboration and testing was completed to assure that the data on the screen is something that the advocate could utilize for the client.

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Designing Sharepoint Site

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Designing Sharepoint Site For Informing Users About The Product

  • Worked closely with Content Strategist and Product Partners to ensure information presented was relevant and tied to the design.

  • Referenced other informational sites for inspiration on designing with the intention of informing others.

  • Designed with scalability in mind for future updates and releases as well as shift focus to designing product as internal facing and external facing

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Here is the landing page for the Sharepoint website that I had the pleasure of working on.

Outcomes & Lessons

Collaboration is key. Working with the developers together on the product assured that we didn’t just design for a happy path approach. Including Developers, Product and engineers assured that everyone was on the design page when releasing versions of the product design.

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