Transforming healthcare operations through intuitive design, reducing complexity and empowering over 45 million members with seamless digital experiences.
Transforming healthcare operations through intuitive design, reducing complexity and empowering over 45 million members with seamless digital experiences.
Role
Role
User Experience Specialist
User Experience Specialist
Impact
Impact
Reduced workflow friction at Anthem by cutting user errors 30%
Reduced workflow friction at Anthem by cutting user errors 30%
Team
Team
4 Developers, 3 Testers, 1 PM, 1 Technical Manager, 3 Designers, 4 Production Support Resources
4 Developers, 3 Testers, 1 PM, 1 Technical Manager, 3 Designers, 4 Production Support Resources
My Contribution
My Contribution
For Team: Identified the functional doc and created a block design and given cross training to the team.
For Team: Identified the functional doc and created a block design and given cross training to the team.
Note: This wireframe has been altered from the original design to prevent the NDA violation
Note: This wireframe has been altered from the original design to prevent the NDA violation
When Enterprise Data Stops Working for People
When Enterprise Data Stops Working for People
Healthcare operations teams struggled with fragmented systems, leading to delayed decisions and increased errors during critical transitions.
Healthcare operations teams struggled with fragmented systems, leading to delayed decisions and increased errors during critical transitions.
Disconnected data across Enrollment and data Retrieval systems.
Complex workflows causing 40% longer processing times and user confusion.
High cognitive load resulting in frequent errors which lead users to jump back and forth with enrollment process.
Buried Signals Inside Thousands of PORs & Change Requests
Understanding the Problem
We analysed hundreds of production operations requests to uncover hidden patterns, where workflows broke, which handoffs caused delays, and what information users searched for repeatedly.
Understanding the Problem
User Research
User Research
45 interviews with operations teams.
45 interviews with operations teams.
Pain Points
Pain Points
Identified 12 critical friction areas.
Identified 12 critical friction areas.
Insights
Insights
Mapped 8 core user journey flows.
Mapped 8 core user journey flows.
The Moment We Realized Errors Weren't "User Errors"
We designed a unified dashboard that consolidates critical data streams like: enrollment details, premium repayments, that prioritizes actionable insights, and guides users through complex workflows with clarity and confidence.
We designed a unified dashboard that consolidates critical data streams like: enrollment details, premium repayments, that prioritizes actionable insights, and guides users through complex workflows with clarity and confidence.
Unified data visualization layer.
Progressive disclosure of complexity.
Context-aware guidance system.
Real-time collaboration features.
The Quite wins that changed everything
25%
Faster Transition Times
30%
Fewer User Errors
1M+
Members Served
92%
User Satisfaction
15+
Systems Unified
60%
Time Saved
What Anthem Taught Me About Designing for Complexity
Simplicity is a Feature
Simplicity is a Feature
In complex systems, every removed element is as important as every added one. We learned to ruthlessly prioritize what truly matters.
In complex systems, every removed element is as important as every added one. We learned to ruthlessly prioritize what truly matters.
Design with Operations
Design with Operations
Close collaboration with operations teams revealed workflows we never would have discovered through traditional research alone.
Close collaboration with operations teams revealed workflows we never would have discovered through traditional research alone.
Measure What Matters
Measure What Matters
Focusing on time-to-decision and error rates helped us validate design choices with quantifiable impact.
Focusing on time-to-decision and error rates helped us validate design choices with quantifiable impact.
