Product Design:
Engaging Medical Brokers
Myself and a group of 3 peers were approached by Uno Health, a medical assistance startup designed to assist their elderly, low-income audience in enrolling in Medicare, grocery, or utility-assistance programs to save thousands of dollars.
In order to increase referrals to their service, Uno Health needed a means to integrate medical brokers into their enrollment process, easing the onboarding process by helping determine clients’ eligibility for various Medicare programs. By incorporating a seamless enrollment process for medical brokers, Uno Health hoped to incentivize brokers to use their platform and connect more people with life-saving financial assistance.
Objective
Incorporate medical brokers into Uno Health’s existing eligibility flow.
Deliverable
An interactive, high-fidelity prototype made with Figma.
Client /
Uno Health
Role /
Product Designer
Team /
3 product designers
Elise Livingston, Uno Health’s lead product designer
Tools /
Figma
Loom
Timeline /
3 weeks, 2024
Research
In order to best address the needs of a medical broker, we researched the role they play in the healthcare landscape. How did medical brokers find programs for clients, and how could Uno Health play a role in that process? What changes do they want to their existing processes, and how can we accommodate for them?
Takeaways
01
Need to stay informed about a client's unique healthcare requirements.
Brokers need to track specific coverage needs, like dental or prescription. Additionally, they need to remain up to date with any new medical policy changes that may affect client’s eligibility.
02
Want a streamlined process to handle claims and increase client trust.
Brokers want to overcome outdated business models and consolidate information on an online platform. Making this visible to clients will increase transparency and informational clarity.
First Iteration Sketches
First, I sketched some potential user flows to visualize the process of signing in and viewing a client’s eligibility status, based on Uno Health’s existing eligibility process.
After consolidating our sketches as a team, we decided to design a separate portal and account system for medical brokers on Uno’s website. Doing so allowed the medical broker to have their own custom login and system that tracks all of the clients they have recommended to Uno Health. Each client would have a member profile where brokers could see their personal contact information, their eligibility for various financial assistance programs, and how to assist them in the enrollment process.
I also wanted to help implement an easy way for medical brokers to refer clients via an automated email system that sends pre-generated referral emails at the broker's request to ease client-broker communication.
First Iteration Wireframe
Mid-Project Feedback
After presenting our low-fidelity wireframes to Elise Livingston, representative and product designer at Uno Health, we were encouraged to reconsider how a broker interacts with the platform.
01
Broker-Client Relationship
How might a broker refer their client to Uno Health’s eligibility form? How will clients interact with this broker portal? Can they view their profile, or is that managed by brokers alone?
02
Consider Edge Cases
How does this design work if the broker wants to walk the member through the eligibility check themselves and then send them to Uno if they’re eligible? What happens if the member wants to check their eligibility at another time?
Visual Style Guide
Final High-Fidelity Prototype
Through this project, my team and I designed and pitched a pathway for Uno Health to intentionally cater their services to medical brokers. Teaming up with Uno Health and designing in the medical insurance field pushed me to research the needs of both medical brokers and of Uno Health’s elderly, low-income users. This project reminded me that, as a product designer, I design for the unique and specialized needs of my audience.
I also learned to appreciate the value of group collaboration, joint brainstorming sessions, and dividing work to best fit each member's strengths thanks to my project coordinators Aanya, Yaxin, and Yiwei, whose thoughtful brainstorming and unique perspectives made this project a success.