Humana Private Exchange
Humana, a Fortune 100 health insurance provider, contracted Medullan to 1) lead the "digital transformation" of their product and engineering teams, following a user-centered, Lean/Agile methodology; and 2) release a market-disruptive platform that would allow employers to provide a private Healthcare.gov-style portal from which their employees could select a health care plan.
The concept was new to employers, making potential adoption a significant challenge to overcome. And the existing paper-based application, requiring actuary review, was a cumbersome experience often necessitating 3rd-party broker assistance.
As the UX lead, I guided a team of 5 designers and researchers through 7 cycles of discovery and persona development, ideation, concept validation, usability testing, and refinement.
I presented key insights on a weekly basis to SVP-level stakeholders and coached Medullan’s blend of lead + agile to the scrum teams we partnered with.
Most of my work was at the conceptual and wireframe level, and high fidelity design closely followed the Humana brand standards.
Through user research and iterative design, we developed concepts that gave a high degree of confidence for adoption, reducing the application process from a 9-page form to a matter of minutes. Alleviating this complexity required fact-finding and negotiations with nearly every department at Humana.
Unfortunately, well into the project, Humana’s priorities and budget shifted, and our team was disbanded.