Care Connect
Flow of select screens from Care Connect App.
My role
Product designer
Visual designer
Ethnographic and usability researcher
Opportunity
Humana’s 2020 Bold Goal is to focus on Medicare member wellness. Members who understand their conditions are more inclined to be proactive in their health and take healthy actions. This was a unique opportunity to make the first product of many to support Humana and their members in this goal.
Define
The UX product team started with ethnographic interviews to get a better understanding of member needs. Empathizing with members helped us define their problems.
Business need
Connect with members on a wellness level
Increase member digital engagement through secure Humana site
Close gaps-in-care
Member need
Better understanding of medical issues
Assistance with goals
Reminders
Personalized goal plan
On-demand help
Connecting the member’s smart devices (watches, MyDario, smartphone or blood pressure monitor)
Develop
After creating several iterations and testing through moderated research we created an app that helps the member narrow down their goals. Inspiration on the design and interaction began with The Fogg Behavior Model. We wanted to help the members create tiny habits that can cause big change. Guided by the bot, Hue, health plans and suggestions are shared with the member through the chat.
Deliver
After testing this idea with seniors, we received a lot of uncertain feedback about the bot, Hue. Many were not excited about the bot and wanted a more personalized approach. Through these findings we were able to easily pivot to Humana Health. We already learned so much about the Fogg Behavior Model, Medicare needs, and device preference we were able to switch gears quickly to create more desired experience.
User defining their goal with Hue.