lj

UPMC Health Plan

maternity
strategic research

Timeline

    3-year project
    Presented October 2017

Tools

    InDesign
    Illustrator
    Qualtrics
    Excel
    Mural
    PowerPoint
    Pencil and paper
    Whiteboards and sticky notes

Responsibilities

    Established project roadmap and scope
    Coordinated and led meetings with project stakeholders
    Created and conducted all research
    Analyzed and synthesized all findings
    Facilitated cross-disciplinary ideation and concept vetting workshops
    Presented final recommendations to Leadership

Problem

    UPMC Health Plan's telephonic maternity health coaching program had a low reponse rate and struggled to provide services to a wider audience at times when they needed support the most

Objectives

    Help members have healthier, less expensive pregnancies
    Improve the reach and availability of maternity resources

Key Metrics

    Increase member-initiated interactions with care managers, health coaches, and providers
    Increase UPMC's HEDIS (Healthcare Effectiveness Data and Information Set) performance
    Increase telephonic maternity program engagement

Process

    Discovery research
    Stakeholder mapping
    Journey mapping
    Maternity program observation
    Competitive analysis
    Outpatient clinic intake personnel and social worker interviews
    National quantitative surveying
    New parent interviews
    Research analysis and synthesis
    Persona creation
    Cross-disciplinary ideation workshop (creative matrix, importance/difficulty matrix, concept posters)
    Concept evaluation and storyboarding
    Recommendation presentation

Results

    Final concept recommendations were presented to Leadership in February 2017

Recommendation Use Case Examples

Mental Health program recommendation on a smartphone screen

mental health assessments

Teladoc Health, 2022

native / responsive web / UX

Everdrive app old design system compared to the new accessible design system on a smartphone screen

accessible design system

EverQuote, 2018

native / visual design / accessibility

Medicare plan finding website on a laptop screen

medicare shopping & enrollment tool

Humana, 2019-2021

responsive web / UX / research

UPMC Health Plan app home screen on a smartphone

home screen & navigation redesign

UPMC Health Plan, 2017

native / visual design

Everdrive app insurance discounts opt in screen on a smartphone

usage-based insurance discounts

EverQuote, 2018

native / UX / research

Maternity persona

maternity strategic research

UPMC Health Plan, 2015-2017

design strategy / research