JENN SCHELLER DESIGNS
UX / Urgent Solutions
This cross-functional team's charge was to address member abrasions and design debt.
Blue Shield of California
Role: Principal UX Designer and Strategist
This working group focuses on simple solutions that address the member's negative comments to deliver agile solutions.
Opinion Lab feedback
Shared Advantage Plans
The Shared Advantage plans are partnerships with third-party administrators or TPAs, often the member's employer. These plans give the member access to Blue Shield of California's provider network, but the TPA manages premiums and all claims. The blessing and the curse of these plans are that Blue Shield has the name recognition on the member's ID card. If there are any questions regarding the member's health insurance, often they come to BSCA.com instead of their TPA.
User quotes
These are a few of the member comments that were provided to the UX team from the Urgent Solutions team.
Before view
This is a view of a Shared Advantage member dashboard. There is no indication that their plan is managed by anyone other than Blue Shield of California.
After view
Simple messaging informed the user of basic plan information while allowing time for a line of business uplift.
Results
Our negative comments dropped by 50% with a three-line message. The trend has continued over months after the initial implementation and is expected to extend through open enrollment. This is a stopgap measure while larger improvement efforts are being made.
