How can insurance agents give patients better care?
Medley is an offline application that lets health care experts learn about patients and assign proper health care to those who often don’t receive it due to their severe health conditions. Medley entails a range of tools for health care experts to use within one cohesive application.
These tools include patient profile, prescription history, medical history, and medical form submissions.
What / A cohesive platform that holds patient data in one place for analysts to work with.
Why / Previously, health care experts’ workflows were often fractured as they had to constantly jump between different mediums, applications and technology.Search wasn’t helpful at the time.
Role / Design and research.
Timeline / ~4 weeks including interviews with business analysts, and design exploration/execution. The final set of designs ended up not being implemented due to contract and time reasons.
Team / I worked on Medley with a senior designer oversaw the entirety of the platform. The screens and workflows shown on this page are the parts that I was responsible for.
Profile page
This is where the insurance agent can get a good overview of Bonnie as a patient. Here he sees that Bonnie is a senior female patient who’s a smoker and is under Medicare.
Activity page
It’s where Chris can get a more in-depth record of all of Bonnie’s medical-related activities.
Workflow example
Chris is a health care expert at an insurance company that deals with Medicaid/Medicare.
He works with doctors, registered nurses and other medical expert to correctly adjust and record patient data to match the right form of care for patients. He’s focusing on this one patient, Bonnie, to learn more about her and submit appropriate forms to ensure that she receives the best quality of care.
He starts by going to the profile page to learn everything he can about Bonnie and he learns that Bonnie is a senior woman who is a smoker.
To learn more about Bonnie, he goes into her activity page to see if she had any hospital visits or procedures related to cancer conditions.
He doesn’t find anything in her previous activities, so he goes into her medical history page to check if she has any suspected or historical conditions related to cancer.
With her history of being a smoker for many years and having a previously suspcted form of cancer, Chris decides to submit a form for Bonnie so that she can receive preventative care.
HCC Workflow
HCC stands for Hierarchical Condition Category - It’s a medical coding system used by insurance companies to calculate future medical costs for patients, especially if they have life-threatening or altering conditions.
This is the medical history page - it’s where Chris can view all of bonnie’s previous and suspected conditions.
With her history of being a smoker and potentially having metastatic cancer/acute leukemia in the past year, Chris decides to submit a form for Bonnie so that she can receive preventative care.
Reassign workflow
If the patient needs a different program better suited for their health needs, the insurance agent can reassign it for the patient.
Usually, they want to write some notes to explain the reason behind reassigning.
How did we get here?
What did my exploration and process look like?
We visited the customer site at the insurance company every week for 2 months to conduct user interviews, share prototypes, iterate and quickly build a MVP for our clients.
How did we know if this was an important problem to work on?
During one of my trips to the insurance company, I was shocked by how broken the agents’ workflow was. They had to open up at least 3 different applications, go through email, scribble notes on paper while they’re talking to the patient on the phone.
The main goal of this project was to make it easier for the health care expert to get medical context on a patient in an efficient manner while being able to assign right kind of care to them.
How did I collaborate with my PM?
Since this was a project built directly at the customer site, I collaborated with internal Palantir analysts who were stationed there to get feedback and connect us with users.
What did my exploration and process look like?
Below are some different directions I sketched out in lower fidelity.
How did I work with Palantir analysts and engineers and how did we measure success?
The biggest challenge was ramping up on medical protocols and terminology that was new to me. I wanted make sure that I had a clear understanding of their workflow before diving too deep into designs. Luckily, this was solved by getting many opportunities to sit next to their desks while showing mocks and asking a lot of questions.
The engineers, Palantir analysts and designers worked out of a hotel basement room for 2 days straight to get a working prototype and a MVP for our users to start using before we left.