Making Healthcare Easy by Design

By Susan Dybbs

This past week, the team at Collective Health was named a finalist in Fast Company’s “Innovation by Design” Awards for our work designing our member’s online and offline experience.

We’re honored to be chosen out of a group of 1,700 applicants and included amongst some incredible and innovative healthcare companies.

Suffice it to say, this work didn’t happen overnight and I wanted to give you a peek into how our design team approached the challenge of creating a healthcare experience that wasn’t only beautiful, but intuitive.

Over the past two years, our team has conducted dozens of user research sessions. Two of the biggest areas of frustration that we kept encountering were confusion around coverage and lack of clarity when members needed information. This real-world feedback resulted in some of the most profound changes that we’ve made to our platform:

Simplified language

Across all Collective Health platforms we’ve implemented easy to understand language and applied real-life examples to help people make better choices when picking the best plan for themselves or their family. Our examples dive into why one plan might be better over another in simple language, so you don’t need to be an insurance pro to navigate your healthcare options.

Transparency

Not only can it be challenging to understand your benefits, but the processes themselves can also be confusing. For instance, we often heard that there isn’t a clear understanding of where someone might be on meeting their deductible, let alone what a deductible is, and why it’s important. By surfacing this type of information and providing clear reasoning behind costs we’ve been able to remove a lot of frustration for our members.

These are just a few of the many design elements our team has incorporated into the Collective Health platform. To learn more about what we do, check out this video: