MEDISAFE
Establishing a two-way communication of security and trust between Healthcare and seniors.
SCADpro
Duration
10 weeks
My Role
Researcher/Design system
Tools
Figma
Team
Other 17 colleagues
The Problem 🙋
Due to insufficient awareness and ineffective communication, senior beneficiaries of a major government healthcare program are increasingly vulnerable to healthcare fraud. This not only risks compromising the quality and trustworthiness of their care but also threatens the integrity of the entire healthcare system, potentially resulting in billions of dollars in taxpayer losses each year.
Target Users
Healthcare program beneficiaries aged 65 to 80
Caregivers of these beneficiaries
Research 📖
Because the entire team was not very familiar with Medicare fraud, we embarked on the necessary research.
We want to learn about
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?
Our research method
Secondary research
Survey
67 participants
Interview
6 at senior facilities (age 80+)
13 in public settings (age 65 - 80)
7 caregivers
Co-design workshop
30+ participants
100+ datapoints
Takeaway
Based on the interviews, we 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.
We ultimately collected over 300 data points and identified four key insights along with three needs for our users.
Seniors prefer direct, real-person communication.
Seniors are familiar with digital methods.
4 Insights
Seniors have limited knowledge about Healthcare.
Seniors feel discouraged by the long process.
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.
3 Needs
Seniors need to manage their health with less burden and enjoy a comfortable life.
How might we?
Design 🧑🎨
Ideation
Enhanced functionalities for improved processes and user experience.
Easy and multimodal interactions and inputs like voice, camera, and biometrics.
Simple conversion to website or connection with other methods of communication.
Features
Easy Management
Live Support
Verify and Report
Educational Resources
Data Security
Information Architecture
Sketches
80+
Sketches
80+
Wirframes
User Testing
Tools
Figma/Figjam
# of Users Tested
12
Metrics
Satisfaction rates/Task completion rate
We conducted tests with our target audience at Forsyth Park. Based on the results, we summarized insights and went through multiple iterations.
Iterations
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
Better Hierarchy
Improved Experience
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
Easy Caregiver Management
Clear Overview of Caregivers Actions
Taking up too many spaces on screen may cause users feel overwhelmed
Design System
Aa
Typography
DM Sans
Heading 1
Size
Weight
24
Bold
Heading 2
Size
Weight
22
Medium
Button
Size
Weight
20
Medium
Body
Size
Weight
20
Regular
Secondary
Size
Weight
16
Regular
Make sure your medicare safe
Make sure your medicare safe
Make sure your medicare safe
Make sure your medicare safe
Make sure your medicare safe
Color
#F1F3F9
#0061F2
#000000
#FFFFFF
Accessibility Check
abcd
4.74 : 1
abcd
5.26 : 1
abcd
5.26 : 1
abcd
21 : 1
Hi-fi
Take Away
In implementing solutions to prevent Medicare fraud, we sought technical support. We are honored to collaborate with Deloitte, which has provided valuable opportunities to engage with their tech team, enhancing the practicality and feasibility of our product development. Additionally, being part of a large design team has taught us how to strike a balance between diverse perspectives and effectively communicate our ideas for well-rounded development.
Spring 2024
Data Security
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”
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?