Curious about how to serve members across the health spectrum, Moda undertook a research project to understand if and how member’s needs varied with their self-reported health levels. To get a full picture, our team interviewed a set of current members as well as a set of non-members. As this could be a sensitive topic, we were careful our script did not require the disclosure of any specific medical information.

My roles in these projects included:

• Creating a UX strategy based on project goals
• Building a research plan including goals, methodology, screener, and script.
• Interviewing members, providers, and agents
• Synthesizing research into design recommendations.
  
• Creating data visualizations and journey maps with key task paths
• Competitive benchmarking identifying successful features and opportunities to stand out.