I partnered with SAG-AFTRA to enhance the user experience and user interface of their Health Plan Benefits Manager's enrollment process. Health plan members had expressed dissatisfaction with the original enrollment process due to confusion about their coverage, upcoming plans, and payment status. Additionally, the client desired a modular enrollment process to accommodate a wide range of health plan coverage scenarios.

As a Product Manager, I was assigned the task of improving the SAG-AFTRA Health Plan Benefits Manager's enrollment process. My objective was to create a more user-friendly, adaptable, and streamlined experience for both health plan members and SAG-AFTRA employees.

The Challenge:

• Member Confusion: Health plan members felt lost and uncertain during the enrollment process, leading to increased customer support calls.
• Diverse Coverage Scenarios: SAG-AFTRA needed an enrollment process that could adapt to various health plan coverage situations.
• User Experience Enhancement: The client aimed to improve user comprehension and awareness of their healthcare plan enrollment status.

Approach:

1. Discovery and Research:

• I began by conducting stakeholder interviews to understand the pain points and challenges faced by health plan members. This research revealed critical insights into their enrollment difficulties.
• Post project kickoff, my team diligently documented and prototyped various strategically-determined use cases. We recognized the importance of daily meetings to continually review and refine the prototypes.

2. Design and Prototyping:

• My team designed a series of high-fidelity prototypes that addressed common and unique health-plan enrollment scenarios. These prototypes were carefully crafted to improve the overall user experience.
• My approach involved conducting design sprints to iteratively refine the user experience and user interface. This iterative process enabled us to swiftly adapt to changing requirements and ensure a seamless enrollment process.

3. Usability Testing:

• I conducted usability testing with SAG-AFTRA's CX team as surrogates for our actual users, due to the regulatory constraints we faced. The insights and feedback gathered from these sessions proved to be invaluable in enhancing the quality of our high-fidelity clickable prototypes.

Results:

The SAG-AFTRA Health Plan team was enthusiastic about the revamped enrollment process and had high expectations for its impact.

“We have clarity on a complex topic now. Having a well-thought-out and designed prototype makes building this way simpler. Chris's dedication to excellence, keen attention to detail, and collaborative approach to teamwork were instrumental in our project's success.” — Swati Chakraborty, Director of Product Management