GETTING PROVIDER INFORMATION AND CARE IN A HEART BEAT

 

Intro

My Wife and I encountered many issues within Blue Shield of California’s online services, which hindered us in getting her care in a timely manner, and eventually lead to my wife and I to seek external therapy services.

This case study details our issues and suggests proposals for improvement in two specific areas of the experience:

  1. The myblueshield dashboard as it pertains to find your Primary Care Provider information.

  2. The Teladoc Health dashboard and the process of Scheduling an Appointment

 

Tools used

Miro, Figma

 
 

The Different Shades of Blue

Blue Shield of California

Blue Shield

Blue Shield is a National Insurance provider in the United States.

Blue Shield of California is the subsidiary of California, where my wife and I currently reside.

  • My Wife recently switched to BSCA for her insurance provider.

Teladoc Health

Teladoc

Teladoc Health is a telehealth provider, offering virtual services like phone and video appointments or consultations to patients.

  • Users with Blue Shield of CA can access Teladoc Health via the myblueshield dashboard

  • Teladoc Health is a separate webpage and users will need to leave blueshield in order to access it

 
 

Problem Discovery

BlueShield Problems

Users do not have correct Messaging / notifications and they are not synced across services; 2FA does not work and users are not able to manage authorized devices; and Primary Care Provider information is not displayed on the Dashboard, and there is no way to manage a health team.

Teladoc Problems

Users do not have a providers correct information before Requesting a Consultation on Teladoc, and providers do not have the correct tooling to accommodate users selected times for consultation.

 

How do we solve for these friction points to get care to users in a heart beat?

 

Solutions

myblueshield dashboard

  • Blueshield Dashboard

  • Faster Access to Health Team / PCP Info

 

Teladoc visit home

  • Request Type

  • Request Process

  • Request List

  • Request vs Appointment

 
 

Solutions to the Dashboards

Wireframes

Wireframes

Prototype

Prototype

Reflection