SCADpro
Medisafe
Establishing a two-way communication of security and trust between Healthcare and seniors.
Duration
10 Weeks
My Role
UX Researcher/ UX Designer
Tools
Figma
Team
14 other colleagues
The Problem
Due to the lack of awareness and communication, senior receivers of a major goverment healthcare program are vulnerable to healthcare fraud, which could cost taxpayers billions of dollars annually and compromise the integrity of the healthcare system.
Target Audience
Receivers of the healthcare program aged between 65 - 80 and caregivers of the receivers of the healthcare program.
My Role
I led a semester-long co-op project focused on Medicare fraud detection, working closely with Deloitte stakeholders and client teams throughout the entire design process. My role spanned from early research and problem framing to system concept development and final delivery, ensuring alignment across design, business, and technical goals.
Research
Most of the team, including myself, came into the project with little knowledge on the healthcare program. So after setting the timeline for the project, I drafted a research plan to understand our problem and our users well, which included the questions we wanted to understand and the methods and protocols we should take.
We want to understand..
What exactly makes up Medicare?
How much do seniors know about Medicare?
What are the specific forms of health care fraud?
What are the existing programs to combat Medicare fraud?
What are the communication styles of seniors?
What motivates seniors to report suspicious billing activity?
We used methods of..
Secondary research
Survey
67 participants
Interview
6 at senior facilities (age 80+)
13 in public settings (age 65 - 80)
Co-design workshop
30+ participants
100+ datapoints
TakeAway (My Research Highlight)
Based on the interviews, I found that all seniors aged 80+ do not pay attention to their Medicare and are unlikely to take action against Medicare fraud. Therefore, when designing the survey, I shifted the target audience to seniors aged 65-80 and included caregivers in the considerations.
4 Insights
Seniors prefer direct, real-person communication.
Seniors are familiar with digital methods.
Seniors feel discouraged by the long process.
Seniors have limited knowledge about Healthcare.
3 Needs
Seniors and caregivers need to engage in quick and accurate two-way communication with Medicare to effectively obtain information and resolve issues.
Seniors and caregivers need trustworthy and easy-to-understand guidance to review Medical services and information.
Seniors need to manage their health with less burden and enjoy a comfortable life.
HMW?
/Help seniors and caregivers reach out to Medicare with a shorter and easier process when seeking information or filing claims?
/Encourage seniors and caregivers to review and respond to Medical Service Notices, information, and alerts sent by Medicare?
/Support seniors and caregivers in understanding and engaging with the process of Medicare?
A mobile-first solution
From both communicating with our client and learning from our research results, we decided to go with a mobile-first solution for the following reasons:
Mobile allows for easy and multimodal interactions and inputs like voice, camera, and biometrics.
Mobile offers enhanced functionalities for improved processes and user experience.
It is also a simple conversion to website or connection with other methods of communication.
4 core features
Easy management and verification of billing info
Directed reporting process and live support
Healthcare related educational resources
Data security and account management
Final Screens
Ideation
We did more than 80 concept sketches for solutions to our questions
Site Map
Iterating design based on user testing
We conducted 2 rounds of user testing over 4 iterations, including 2 iterations of 180+ mid-fi frames.
We were able to gather important insights from testing and improve our designs upon them for better UX writing, information hierarchy, and interactions. Here are some examples:
9:41
Progress
Track updates on reported issues and review uncertain items.
Report
Start here to report any issues or concerns with your Medicare.
Common Questions
Quick answers to all of the most common questions.
Live Chat
Chat with Medicare experts for real-time assistance.
Call Support
Speak directly with Medicare experts for immediate support.
Home
Learn
Communication
My Medicare
Communication
Live Support
Simplify Functions
& Use Precise Words
“These options are a bit confusing to me. If I were seeking help, I would probably turn to an expert first.”
9:41
My Medicare
Alice Benson
Medicare Advantage
Check your plan coverage
Find providers
Personal information
Manage your caregivers
Support center
Home
Learn
Communication
My Medicare
Want a way to access user’s digital medicare card
“I probably wouldn’t check my plan’s coverage that often, my priority would be to check my caregivers”
Data Security
Better Hierarchy
Approve
Reject
Alex Benson
Verified Dental Crown MSN
10:26 AM PST
Alex Benson
Verified Crown MSN
9:58 AM PST
Caregiver Activity
Approve
Approve
Reject
Reject
Alex Benson
Alex Benson
January 22 2024
January 21 2024
Verified Dental Crown MSN
Verified Dental Crown MSN
10:26 AM PST
10:26 AM PST
Alex Benson
Alex Benson
Viewed educational content
Verified Crown MSN
9:58 AM PST
9:58 AM PST
Next
Skip
Taking up too many spaces on screen may cause users feel overwhelmed
Easy Caregiver Management
Clear Overview of Caregivers Actions
Design
Design System
I led the visual design of the application with a strong focus on accessibility and intuitive usability. Working alongside five visual designers, I explored multiple design directions and iterations, synthesizing diverse visual concepts into a cohesive system. Through several rounds of prototyping and user testing, we discovered that users—especially senior users—preferred a clean white background, as it significantly improved readability and ease of use. To further enhance accessibility, I designed customizable font size options, ensuring the interface could adapt to the visual needs of older users and support more inclusive interactions.
I established a design system with colors, typography, iconography, and reusable components.
For Accessibility!
To improve usability for senior users, I designed an initial onboarding guide with clear, guided instructions that reduce cognitive load and help users smoothly get started with the application.
Takeaway
Our design receive very positive feedback from our target users, our client, as well as subject experts and stakeholders
“ Yeah I think it is pretty easy to use.... I like the simplicity of it. ”
-- 67 year old Medicare receiver
“ This would help our filing process significantly... Young people working on such a needed project gives me hope in society. ”
-- Associate of the Program
“ I would immediately download this app to help my parents if it is offered. ”
-- 40 year old caregiver of a Medicare receiver
“ I think it was great that you could apply real research insights into your solution. The design is well-supported and validated... We think it would make a difference for the stakeholders. ”
-- Client representative from Deloitte
Impact
Less fraudulent activities
Faster and more accurate report process leads to better identification of fraud.
Digitalized database for healthcare security
Database and credibility system could enhance the algorithm for detecting fraud in the future.
Better engagement and awareness
Raise the awareness of the receivers and engage them more with the Program.
What I learned
This project was especially meaningful to me, as it gave me valuable experience in leadership and communication. It was also my first end-to-end product design project, where I independently planned research, continuously refined the direction, and translated user needs into practical, real-world solutions.
Throughout the process, I worked closely with engineers and clients, presenting progress and gathering feedback. This experience helped me realize that design is not only about creativity, but also about balancing user needs, technical constraints, and business goals.
I am deeply grateful to my teammates, professors, and Deloitte clients for their constant support and insights. Their guidance and collaboration made this journey truly unforgettable and played a crucial role in my growth as a designer.
