As a UX research intern on the Digital Product team at Centene Corp., I conducted user interviews and usability testing aimed at enhancing the functionality of provider portals. I worked cross-functionally with the CX, UX, and Product Design team to ensure a holistic approach to improving user experiences.
Note. Deliverables and insights for the following projects are confidential. Feel free to contact me for more information.
Project Overview
About Centene
Centene is a Fortune 500 managed healthcare company that provides services through government issued health insurances such as Medicare, Medicaid, and Marketplace insurances.
Project Objective
Centene's stakeholders were interested in optimizing the usability of their provider portals, which are secure web-based platforms for Medicaid, Medicare, and Marketplace providers that centralizes essential patient information and administrative tools.
Impact
The insights I uncovered were used to assist with design solutions for information prioritization and reduce gaps in resources for the user.
My Role
● UX/CX Researcher (I worked on this project independently!)
● Project Holder
● Project Holder
Timeline
● Discovery: 3 weeks
● Research planning: 2 weeks
● Recruiting: 1 week
● Execute study: 3 weeks
● Analysis: 1 week
● Present findings
● Research planning: 2 weeks
● Recruiting: 1 week
● Execute study: 3 weeks
● Analysis: 1 week
● Present findings
Tools
● Qualtrics
● Miro
● User Testing
● Figma
● Excel
● Miro
● User Testing
● Figma
● Excel
Discovery Phase
Objective Refinement
The eligibility check was the main focus because it is considered the steppingstone for the other related tasks. Providers would not be able to do claims or authorizations for services before knowing the eligibility status of a patient. Stakeholders wanted to streamline this process by reducing the number of clicks required to complete a task.
The UX designer that I was collaborating with was interested in validating whether they built the "right" solution but needed to confirm their assumptions surrounding user expectations from an eligibility check.
Methodology
Between-Subjects Comparative Usability Test: 3 Tasks, 3 post-task surveys, 1 final questionnaire to identify inefficiencies in workflow
User Interviews: Identify user expectations, understand eligibility's role in workflow, uncover common challenges
Qualitative Data: Open ended comments from surveys and statements from user interviews
Quantitative Data: # of clicks, satisfaction ratings, and ease of use
Sample
● User Testing recruitment panel
● Qualtrics intercept survey on provider portals
● User Interviews: 7
● Usability Test: 27
Analysis
Example of high-level coding for qualitative data
Note: This is a sample of how I analyzed qualitative data in this context. This is NOT the actual data.
Key Outputs
A confirmation of assumptions surrounding users' expectations from an eligibility check leading to design solutions for information prioritization. This deeper understanding will help reduce the gaps in resources for the user.
A research report given to members from the UX and CX team, Product Manager, and UX Designer that highlights consistent reports of crucial information, desires, and competitor feedback across participants. This report illustrates user needs through design performance comparisons. Design recommendations were provided based on each key insight.
Takeaways
● Real world application of skills
● Independence and self-direction
● Pivot research focus
● Relationships with other team members
● Time constraints
● Became proficient in User Testing
● Actionable insights from emotional data
