Aetna / iTriage
A self-service health insurance portal for national healthcare exchange members.
solution
Customer self-service and ease-of-use were fundamental design concepts for the portal. Research revealed customers did not explore and used the site only when a specific, time sensitive, task was necessary. The target audience, neophyte healthcare insurance customers, needed to be able to quickly navigate and access functionality without a lengthy education period.
roles
Design strategy
IA
UX / UI design
Style guide
approach & techniques
As a member of Aetna’s small design group I helped create solutions that included patient claims, provider search, prescriptions, healthcare education and account management. I was utilized as a hybrid designer, responsible for both UX and UI design for the responsive website. The designs relied heavily on proven web patterns for both the benefit of the customer and the client.
Team collaboration • Native & web designs • Competitive research & evaluation • Stakeholder interviews • User research • User surveys & workshops • AGILE development • Third-party integration
