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Welcome User
$4000 Deductible Remaining
$1000 paid
Education
56789234
Member ID
56789234
Group ID
Policy Number
210384708
Effective Until
12/31/2023
Welcome Ellie!
Summary of Spending
Learn Terms
Quiz
Learn Policy Terms Quickly
Allowed amount - maximum amount your insurer will pay for covered services.
Balance Billing - Difference between allowed amount and what your employer charges.
PCP - Your primary care physician or primary care provider who oversees your health care.
Benefit/Plan - health care services covered by your plan
Carrier - Company that provides your health insurance
Network - A list of providers that your plan contracts with, which includes in-network and out-of-network.
Copay - a set fee you pay for a doctor visit or prescription. You typically pay it at your appointment or when you pick up a prescription.
Coinsurance - the amount you pay for covered health care after you meet your deductible.
Out of pocket maximum -a cap, or limit, on the amount of money you have to pay for covered health care services in a plan year.
Benefit Year - How long your benefits are good for. Typically one year.
Learn Terms
Premium - The amount you pay for your health insurance every month.
Deductible - The amount you pay for covered health care services before your insurance plan starts to pay.
Rx coverage - amount your health plan pays for prescription drug coverage.
Cost sharing - Your portion of the bill, which may include coinsurance, copayments, deductibles, or similar charges.
Take Quiz
What is the amount you pay for you health insurance every month?
Copay
Premium
Rx coverage
Congrats!
You got the question right!
Next
Incorrect!
That was the wrong answer.
Next
Final Prototype
Health Insurance Quiz App
Background:
The Health Insurance Literacy App was created as a way for young adults ages 18-35 to learn more about the ins and outs of their health insurance policy, to avoid confusion in the future.
Problem Statement
Secondary Research
Primary Research
Empathize
Define
Problem Statement
Secondary Research
Research Objectives
Assumptions
Interviews
Affinity Clustering
Insights
Final Insight
55% of Americans do not understand their health insurance policies, including terms, coverage, and cost. Americans are hesitant to sign up for health insurance policies due to this confusion and this also causes a delay or avoidance in treatment. My goal is to provide a platform where Americans, particularly young individuals in their 20’s, can understand their health insurance policies without hesitating to sign up for a plan or lack of knowledge about insurance terms.
61% of young Americans confused premium with deductible
71% of young Americans confused premium with deductible
Americans waste $110 a month not understanding their insurance plan
People avoid care due to lack
of knowledge of their health insurance
policy
People pay extra money thinking this will provide extra coverage
Young individuals in their 20’s do not understand their health insurance policy due to being on a family member’s insurance for a long time
Participant 1
Participant 2
Participant 3
Age: 27
Age: 26
Age: 29
Occupation:
Social Worker
Health Insurance:
Yes
Nationality:
American
Nationality:
American
Nationality:
American
Health Insurance:
Yes
Health Insurance:
Yes
Occupation:
Government
Worker
Occupation:
Financial Analyst
“I know enough about health insurance, but not everything.”
“I’m not sure about several terms in health insurance.”
“Health insurance isn’t really my area of expertise.”
Pain points
Motivations
Behaviors
Major Themes
I’m not really sure about OOPM and I don’t know what coinsurance is
I don’t have the best understanding about coinsurance
I go online to look up what the terms mean
I only use my insurance twice a year
I’ve only learned about health insurance through things my parents have told me
TikTok videos explain you benefits and what they mean
Uncertainty of some of the terms
Tools like the internet of TikTok is available
Young Americans learn about their health insurance benefits through their employer’s information sessions. They also rely on their parents and knowledge from school to make decisions.
Young Americans use digital tools such as the internet or Tik Tok to learn more or answer any questions about insurance. However, some young Americans prefer face to face interaction when answering tough questions.
Young Americans understand most health insurance terms, but are not confident in their knowledge.
Young Americans get most information about their benefits, such as health insurance, from their employers and rely on past knowledge from parents or school to understand their benefits. Digital Tools are often used to fill in the gaps of areas they do not understand.
After empathizing, I gathered all the research I found and started defining a How Might We question along with a persona.
How Might We...
How might we create a supplemental tool that provides an easy way to check information on health insurance on a digital tool to aid employers in explaining their benefits?
User Persona
Ideate
User Stories
Knowledge
Responsibility
Money
Gather information
in one stop
Administration Issues
Example of user story from Knowledge Epic: As an employee, I want to quiz myself on how much I have learned about my health insurance policy, so that I can feel confident in what I’m paying and know I am getting good quality coverage.
Task Flows
I created a task flow based on the chosen epic to create a task flow to help users quiz themselves on how much they’ve learned about their health insurance policy.
Sketches
Wireframes
Prototype
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Password
Login
Register
Password
Member ID
Group ID
Network/Policy
$1000/$5000 Deductible Used
Education
Learn Terms
Quiz
56789234
34786493
210384708
Member ID
Group ID
Network/Policy
$1000/$5000 Deductible Used
Education
Learn Terms
Quiz
56789234
34786493
210384708
Copay - a set fee you pay for a doctor visit or prescription. You typically pay it at your appointment or when you pick up a prescription.
Coinsurance - the amount you pay for covered health care after you meet your deductible.
Out of pocket maximum -a cap, or limit, on the amount of money you have to pay for covered health care services in a plan year.
Benefit Year - How long your benefits are good for. Typically one year.
Rx coverage - amount your health plan pays for prescription drug coverage.
Cost sharing - Your portion of the bill, which may include coinsurance, copayments, deductibles, or similar charges.
Learn Terms
Premium - The amount you pay for your health insurance every month.
Deductible - The amount you pay for covered health care services before your insurance plan starts to pay.
Take Quiz
Copay - a set fee you pay for a doctor visit or prescription. You typically pay it at your appointment or when you pick up a prescription.
Coinsurance - the amount you pay for covered health care after you meet your deductible.
Out of pocket maximum -a cap, or limit, on the amount of money you have to pay for covered health care services in a plan year.
Benefit Year - How long your benefits are good for. Typically one year.
Rx coverage - amount your health plan pays for prescription drug coverage.
Cost sharing - Your portion of the bill, which may include coinsurance, copayments, deductibles, or similar charges.
Learn Terms
Premium - The amount you pay for your health insurance every month.
Deductible - The amount you pay for covered health care services before your insurance plan starts to pay.
Take Quiz
Copay
Rx coverage
Premium
What is the amount you pay for you health insurance every month?
Congrats!
You got the question right!
Next
UI Inspo
Sketch
Wireframe
Testing
Test:
Scenario: Imagine you are employed by a large firm and just got brand new health insurance.
Task: Tell me how you would check how much of your deductible was used. Can you provide me with a number?
Task: Now you want to check details of your policy. Can you read off your policy number?
Task: Where would you go to audibly listen to any term definitions?
Task: Once you have listened to the terms take the quiz.
Logo in front
is not clear
Button size
was too big
Button size
was too big
Profile picture
is hard to
discern
Audio icons were not
clear, users thought it
could mean video
App was too
text heavy
Login
Register
Password
Forgot Password?
Forgot Email?
Logo
Welcome User
Login
Register
Password
Forgot Password?
Forgot Email?
Logo
Welcome User
Initial Prototype
Initial Prototype
Initial Prototype
Initial Prototype
NO FEEDBACK
Final Prototype
Final Prototype
Final Prototype
Final Prototype
User Feedback
Button size
was too big
User Feedback
User Feedback
User Feedback
Member ID
Group ID
Network/Policy
$1000/$5000 Deductible Used
Education
Learn Terms
Quiz
56789234
34786493
210384708
$4000 Deductible Remaining
$1000 paid
Education
56789234
Member ID
56789234
Group ID
Policy Number
210384708
Effective Until
12/31/2023
Welcome Ellie!
Summary of Spending
Learn Terms
Quiz
Learn Policy Terms Quickly
$4000 Deductible Remaining
$1000 paid
Education
56789234
Member ID
56789234
Group ID
Policy Number
210384708
Effective Until
12/31/2023
Welcome Ellie!
Summary of Spending
Learn Terms
Quiz
Learn Policy Terms Quickly
Allowed amount - maximum amount your insurer will pay for covered services.
Balance Billing - Difference between allowed amount and what your employer charges.
PCP - Your primary care physician or primary care provider who oversees your health care.
Benefit/Plan - health care services covered by your plan
Carrier - Company that provides your health insurance
Network - A list of providers that your plan contracts with, which includes in-network and out-of-network.
Copay - a set fee you pay for a doctor visit or prescription. You typically pay it at your appointment or when you pick up a prescription.
Coinsurance - the amount you pay for covered health care after you meet your deductible.
Out of pocket maximum -a cap, or limit, on the amount of money you have to pay for covered health care services in a plan year.
Benefit Year - How long your benefits are good for. Typically one year.
Learn Terms
Premium - The amount you pay for your health insurance every month.
Deductible - The amount you pay for covered health care services before your insurance plan starts to pay.
Rx coverage - amount your health plan pays for prescription drug coverage.
Cost sharing - Your portion of the bill, which may include coinsurance, copayments, deductibles, or similar charges.
Take Quiz
Allowed amount - maximum amount your insurer will pay for covered services.
Balance Billing - Difference between allowed amount and what your employer charges.
PCP - Your primary care physician or primary care provider who oversees your health care.
Benefit/Plan - health care services covered by your plan
Carrier - Company that provides your health insurance
Network - A list of providers that your plan contracts with, which includes in-network and out-of-network.
Copay - a set fee you pay for a doctor visit or prescription. You typically pay it at your appointment or when you pick up a prescription.
Coinsurance - the amount you pay for covered health care after you meet your deductible.
Out of pocket maximum -a cap, or limit, on the amount of money you have to pay for covered health care services in a plan year.
Benefit Year - How long your benefits are good for. Typically one year.
Learn Terms
Premium - The amount you pay for your health insurance every month.
Deductible - The amount you pay for covered health care services before your insurance plan starts to pay.
Rx coverage - amount your health plan pays for prescription drug coverage.
Cost sharing - Your portion of the bill, which may include coinsurance, copayments, deductibles, or similar charges.
Take Quiz
Copay
Rx coverage
Premium
What is the amount you pay for you health insurance every month?
What is the amount you pay for you health insurance every month?
Copay
Premium
Rx coverage
What is the amount you pay for you health insurance every month?
Copay
Premium
Rx coverage
Congrats!
You got the question right!
Next
Congrats!
You got the question right!
Next
Incorrect!
That was the wrong answer.
Next
Incorrect!
That was the wrong answer.
Next
Role:
Project:
Tools:
Lead UX Researcher/Designer
BrainStation Student Project
Design Thinking Process
I utilized a design thinking process to execute a well-designed app. This approach was very user focused and allows me to understand the users’ needs before hand.
Empathize
Define
Ideate
Prototype
Test
How might we?
User Persona
User Stories
Task Flows
Sketches
Wireframes
Usability Testing
Incorrect!
That was the wrong answer.
Next
Low effort
High value
Low value
High effort
Logo in front
is not clear
App was too
text heavy
Button size
was too big
No way to tell
between primary
and secondary
button
Audio icons were not
clear, users thought it
could mean video
Profile picture
is hard to
discern
I created 24 sketches, with annotations, showing the process of how a user would quiz themselves as a way to learn health insurance policy terms, using more interactive ways to learn, such as audio. I displayed 3 of these sketches below.
I created user stories based on my persona and divided them into 5 epics. I focused on the knowledge epic to focus on helping users learn the terms of their health insurance policy.
I took my research and captured key findings, pain points, motivations, and behaviors by creating a user persona. The persona represents the culmination of key insights.
After conducting interviews and surveys, I organized observations into pain points, motivations and behaviors. I then grouped them into themes to create insight statements.
I interviewed 3 individuals about how much knowledge they have about their health insurance policy and where they receive information about it. I tried to grasp how they receive education and seek knwoledge about their policies.