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Giving millions access to care

Design strategy

for

Included Health

Design thinking

Information architecture

In 2021, Doctor On Demand, Grand Rounds Health, and Included Health merged. Each offered a different, unique value to members. One offered telehealth, another offered insurance navigation, and another offered culturally-competent care coordination. This is how we pulled the care that three separate companies provided into one interface that anyone could sign up to use within minutes.

Challenge:

How might we serve the complex health care needs of 17 million members, spread across 3 distinct brands, in one cohesive platform?





Approach

Multi-phased, and with more interdependent milestones than you might ever hope to see in one spreadsheet. 

This was a top-down organizational transformation. I led the design areas of sign up, login, and coverage. I partnered with another designer to lead the information architecture redesign.

Rebuilding sign up from the ground up


Understanding our key services

Creating a dynamic way to establish coverage -

Enabling one unified system of accounts for people with both apps

So… now that we knew folks from all walks of life could easily get in to the app. We wanted to make sure that the app was simple experience.

Simplifying our information architecture

[img - object model]
[img - info architecture diagram]
[img - user interview results]

Ideating in lo-fi, converging in hi-fi

[img - sharpie wireframes, gray box, blue zone mocks, hi-fi]

Detailed handoff

[img - Figma annotation]
[Gif - core tabs (home, activity, coverage, account, messaging)]

Outcome

  1. One highly-configurable tech stack to maintain —> 3x internal velocity

    [showing flip from IH AIC to DOD direct to consumer]

  2. A delightful and robust first touch experience
    [gif: verify coverage loader, covered benefits, all set, home]


  3. Unlocking the direct to consumer use case: 10X potential of covered lives — Access for everyone with/without insurance — how many covered lives? how many uncovered lives?
    [img - you can use included health without coverage]
    [gif - splash -  logging into Included Health, joining visit on home, seeing a provider]