Kaiser Permanente
Kaiser Permanente
Helping families manage their healthcare better.
The Brief
Kaiser Permanente is a leading healthcare provider offering expert care and non-profit coverage plans to over 12 million Americans. In an age when people expect to do any and every task online, it’s no surprise that KP patients were seeking a more seamless and convenient way to manage their own, and their loved ones, health from their phone.
YML | Lead UX Designer | 2020
Family life is complicated, keeping tabs on your family’s health shouldn’t be.
KP presented us with an important challenge among a unique segment of their customer base. The audience consisted of two groups who we came to refer to as “family health managers” and “caregivers”. In short, these are people who are responsible for overseeing the care of other people. The ask was to imagine how these multi-role users might manage their family’s care in one seamless authenticated web experience that serves and adapts to their changing needs as a KP member.
New navigation for removing friction.
One of the biggest aspects to solve for in the authenticated web portal prototype was how to move between profiles. We developed a new navigation pattern so family health managers and caregivers could shift fluidly through the members on their plan, and those on separate plans. While a birds-eye dashboard view gave a clear picture of all plan members and notifications.
Profiles that adapt to patients over time.
Strict data privacy dicated by age of the patient, current membership status, and location all factored into the experience for our multi-role users. We designed a modular, card based profile that could easily adapt to varying amounts of available information. And made it easy to see what permissions were set for each member.
Once a user navigated to the member level, they could view notifications, medical records, prescription refills and appointments relevant to that individual. Cards served as a navigational element to quickly swipe between members, while providing an overview of the member’s plan and ID with benefit info.
Supporting families with collaborative features.
Just as a family health manager or a caregiver may have multiple people they’re responsible for, a subject might have several caregivers checking in on health matters. We made it easy to see who also has access to Dad’s records, and to share important things like appointment dates.
