Business Graphs

UX / Urgent Solutions 

This cross-functional team's charge was to address member abrasions and design debt.
Blue Shield of California

Role:  Principal UX Designer and Strategist

This working group focuses on simple solutions that address the member's negative comments to deliver agile solutions.

Opinion Lab feedback
Shared Advantage Plans

The Shared Advantage plans are partnerships with  third-party administrators or TPAs, often the member's employer.  These plans give the member access to Blue Shield of California's provider network, but the TPA manages premiums and all claims.  The blessing and the curse of these plans are that Blue Shield has the name recognition on the member's ID card.  If there are any questions regarding the member's health insurance, often they come to BSCA.com instead of their TPA.  

User quotes

These are a few of the member comments that were provided to the UX team from the Urgent Solutions team.

Before view

This is a view of a Shared Advantage member dashboard.  There is no indication that their plan is managed by anyone other than Blue Shield of California.

After view

Simple messaging informed the user of basic plan information while allowing time for a line of business uplift.

Shared Advantage after copy.png
Results

Our negative comments dropped by 50% with a three-line message.  The trend has continued over months after the initial implementation and is expected to extend through open enrollment.  This is a stopgap measure while larger improvement efforts are being made.