Overview

Sidekick is a simple, flexible health experience that creates a personalized health score and plan, empowering users to take ownership of and create real change in their health care.

CLIENT

UnitedHealth Group

YEAR

2018

About Fusion

Fusion is an accelerator for UnitedHealth Group that works with teams across the enterprise to bring healthcare experiences to market faster. The Fusion team engages with consumers, healthcare professionals, and various stakeholders to understand user needs, pain points, and journeys. In addition to designing, conducting, and synthesizing ethnographic and market research, we lead design sprints that yield user-centered experiences for both internal platforms and market-facing products (mobile, web, platforms/programs).

The Challenge

I worked with a product manager on the Fusion team to help a UnitedHealth Group Executive Development Team launch a new innovative healthcare experience to market.

The challenge we were tasked with was to explore major issues within our current healthcare system and come up with an innovative solution to bring to market.

My job on the Fusion team was to help accelerate this process and design the end solution.

Research & Synthesis—

We conducted 41 interviews conducted both inside & outside of UHG and conducted secondary research within Optum’s internal Knowledge & Information Center.

Interviews

Users want….

Innovative health plans that address cost

Consumer price transparency tools

Actionable health data

Secondary Research

Primary insights:

• Make people want to buy healthcare

• Create invisible insurance

• Align incentives

Proposed Solutions

We leveraged the Optum Consumer Panel to obtain feedback around the idea of a health score as well as the idea of Sidekick, the proposed virtual solution. Overall, there was a 70% market interest in the idea.

Artifact creation

Based off of the previous research and narrowed down problem space, we created a design statement to help us align on our goals for the project. We also created a persona, Michelle, a midwestern mother, based off of all of the insights collected from our research.

Design Statement

Persona

Future State Storyboard

We weaved together the important ideas, functions, and capabilities that we collectively generated over the 1.5 day session into a future state storyboard.

The Final Concept

We came up with the concept of a simple, flexible tool called Sidekick that creates a personalized health score from a series of assessments including genomics, blood panel and medical history.  The solution creates a personal plan for health that addresses an individual's specific needs based off these assessments as well as customized options based on specific goals the individual has.

Prototype Design

I took the storyboard that we created in-session and flipped it into an interactive prototype. After doing some market research and competitive analysis to help with the design, I created sketches, wireframes, and a final high fidelity prototype. We then user tested the prototype.