United Healthcare
Provider Search Experience
Overview
The provider search project has estimated impact on 62 million users. Managing the complexities of healthcare search experiences, particularly in dealing with extensive legacy backend data mapping, presented a formidable challenge. Successful user experience seamlessly integrated this complexity into an intuitive interface, empowering users to easily access the information they need.
Problem Space
The provider search platform was facing significant challenges that hinder user satisfaction and engagement:
1. Users are not finding the results they’re looking for: Despite using the search functionality, users often struggle to locate relevant providers, leading to frustration and a poor user experience.
2. Complex data mapping and cluttered information display: The platform contains a substantial amount of legacy and complex information. This results in intricate data mapping and a cluttered information display, making it difficult for users to navigate and find the necessary details efficiently.
3. Low follow-through rates: Users are not proceeding to visit the healthcare providers they have searched for. This indicates a significant drop-off in the user journey, suggesting that the search results or the information presented may not be compelling or trustworthy enough to encourage follow-through actions.
4. Lack of trust in the company’s data search experience: Users exhibit a lack of trust in the search experience provided by our platform. This distrust may stem from perceived inaccuracies, outdated information, or a poor user interface, further exacerbating the issues mentioned above.
Team
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Journey Owner
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Engineer Lead
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UX Strategist
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Design Lead
My Role
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Design Lead
Building Trust and Breaking Silo
There were many sources (stakeholders, partner teams, SME partners, etc.) involved in the end-to-end product development process. I quickly came to learn that there is a significant lack of communication across the teams, impacting the end result of customer experience. To break the silo working environment, I asked partner teams to join Design team's design review sessions. Over time, the feeling of distrust broke and different sources started collaborate to work toward achieving the best experiences for consumers.
Design Solutioning Cycle
Outcome
The new provider search experience is live for both web and app and includes:
1. 🔍 Member-specific search: Allows members to find care tailored to individual family members' needs.
2. 🧑💻 Claims-aware search: Utilizes AI and ML to highlight the most relevant providers based on previous services received.
3. 👨+👱 Side-by-Side Provider Comparison: Enables members to compare providers based on their preferences, helping them make informed decisions.
4. 💵 Integrated cost estimates: Offers financial transparency by providing cost estimates for services from various healthcare professionals.
5. 🏅 Best Match search logic: Prioritizes high-value and cost-efficient providers to optimize healthcare spending.
6. 📍 Map view: Enhances the search experience with an interactive map to locate providers easily.
