Optum | Claims Dashboard Prototype
Optum | Claims Dashboard Prototype
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As part of our final project for User Experience, we worked with Optum to develop a prototype of a dashboard interface for their claims team. Our goal was to build intuitive user experience for the claim adjuster to easily navigate through the claim records and also visualize the data in a seamless manner. We addressed this with a modular, widget-based dashboard interface that allows for each user to customize the presentation of relevant data, along with novel styles of data representation to improve workflows.
We approached the project using the Sprint method over the course of three months, split into Research, Generate, Choose, Prototype, and Evaluate. The final prototype was completed in Figma.
My major contributions to the project process, in addition to general design, was implementing and polishing much of the prototype.
Figma Prototype of Optum Claims Dashboard
Stage 1: Research
Stage 1: Research
The first stage was composed of establishing the issue through interviews with our contact, while mapping out how claims agents went about their work.
An experience map of the process that claims agents go through
Stage 2: Generate
Stage 2: Generate
We then collectively generated paper prototypes anonymously. My contributions were spread across two ideas, modularity, and novel methods of presenting patient data.
Particularly, I wanted to emphasize customization to each user's particular needs as they became more familiar with their individual process for handling claims. I additionally felt that we could take the opportunity to create interactive data visualization that better presented high density information for claims processing in ways that could be quickly parsed.
The sketches focused around adjustable dashboard, multiple layouts, and a node based approach to gather data points.
My contributions to the generation phase, a series of design sketches outlining a customizable PCP relation map, and a screen displaying patient information display customization.
Stage 3: Choose
Stage 3: Choose
Following our generations, we voted on our favorite solutions, with the idea of synthesizing the features that worked best together into a final prototype.
Modularity won out at large, and we decided to move forward with a panel based dashboard that allowed for user-by-user customization, with a focus on features that made navigability easy.
We additionally created a storyboard in order to outline what the prototype would eventually look like.
A diagram of our voting process, compiling all the presented solutions (my own was Solution 3). Solutions tagged with stickers were voted for.
Our outlining storyboard for the eventual prototype
Stage 4: Prototype
Stage 4: Prototype
We implemented a vertical slice of the larger program through our Figma prototype, where we aimed to deliver a blend of usability through compartmentalization, while providing a broad palette of tools for claims agents to build their ideal dashboards with.
Panel View: This provides an easy view of patient and claim details, with no need to open a new window
Tagging: Each patient record is assigned a tag, allowing for easy categorization and identification
Dashboards and Widgets: Can create new and customizable visualizations, and take advantage of a novel node-based representation of data. Additionally, there are options to add new graphs from add widget panel
Figma Prototype of Optum Claims Dashboard
Stage 5: Evaluation
Stage 5: Evaluation
Evaluation was conducted through user testing. Initial candidates were invited via a screening survey, which led into an in-person interview, during which participants were given small tasks to execute within the interface. Some observations we gleaned from the consolidated feedback includes:
Participants enjoyed how interactive the demo was, although they would occasionally stumble when confronted with the limitations of the vertical slice, such as the fact that data was static.
The dashboard panels were effective, intuitive, and enjoyable to interact with.
The prototype was attractive, with pleasant composition and color choices
Novel features such as the tagging system, widget modularity, and graph presentation immediately caught positive attention
Combined with the positive reception of our Optum contact, we feel there's considerable potential in exploring our claims dashboard implementation further, with an eye for refinement to long term needs of claims agents.
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