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Cloud Integration: Unifying Independent Applications into a Cohesive Service Platform

The project aims to integrate independent, siloed applications into a unified, cloud-based service platform, leveraging the latest technology to enhance organizational efficiency and customer satisfaction.

Client /

Leading healthcare company

Timeline /

August, 2020 - Present

Contributions /

User Research

Team /

Design

1 UX Lead

4 UX Designers

1 Product Manager

Business

5 capability teams

Tech

Several developers

Contributions /

User Research

Ideation Workshop

Wireframing

User Interface Design

Prototyping

Usability Testing

About Our Client & the Product

Our client is a leading healthcare company in the United States. The organization developed a healthcare program that enables its members to receive benefits while traveling or living in another plan's service area. This service is made possible through a single electronic network that processes claims and reimbursements for plans across the United States and abroad.

💣 The Problem

The organization's existing applications require significant maintenance and are no longer up to date with market trends which is impacting organizational efficiency and customer satisfaction. These legacy applications are not integrated and do not communicate seamlessly with each other, resulting in a fragmented user experience.

🥅 The Goal

The goal of this project is to transform the existing product into an integrated, efficient, and scalable cloud-based service platform that would better meet the needs of healthcare providers and insurance plans, while reducing maintenance requirements and providing a more competitive product in the market.

This project involves significant collaboration between 5 different business teams, a design team with a UX lead and 4 UX designers, and countless developers. The organization expects to fully launch the platform by Spring of 2027.

♻️ Agile Approach

Since this is a long term project, the organization uses an agile approach. The business first defines the project requirements and priorities based on their overall goals and objectives, and the enabler team work together to execute the project and deliver a comprehensive solution that meets the business's needs.

Our Design Process:

Once we receive break down stories, we work closely with the business and tech teams throughout the project lifecycle, provide regular updates, and seek feedback to ensure that the project remains aligned with the business' goals and objectives.

🥊 Constraints

As part of the project, the portal team is responsible for establishing a set of constraints that will ensure consistency in branding and adherence to established frameworks. This will help to ensure that the final solution is scalable and can be easily maintained over time.

Branding (Fonts, colors, icons, etc.): The project must adhere to organization branding guidelines, which include using designated fonts, colors, icons, and other visual elements that represent the organization's brand identity.
Framework adherence with business alignment: The project is expected to follow a specific framework as a default approach, prioritizing its use unless it doesn't align with the organization's unique business requirements. Deviation from the framework is allowed in such cases.
Streamlined project with restricted user interviews: The project must be streamlined to avoid unnecessary complexity, and a constraint is in place that prohibits UX designers from conducting user interviews. Alternative methods should be utilized to gather user insights and ensure effective user experience design decisions.

🧠 What are my responsibilities?

We are a design team of five, with each person responsible for a capability team. I was assigned to work with the largest team among the five business teams, which serves as the core service provider for the inter-plan healthcare program. My stakeholders provide a platform for healthcare providers to submit claims and receive payments from different insurance plans.