CASE STUDY

Revolutionizing care delivery through intuitive design

Empowering Healthcare Professionals and Enhancing Patient Experiences

Project Overview

WellPoint Holding Corp partnered with MicroAgility to

Design and implement a care delivery engine to streamline healthcare management and improve user experience.

WellPoint Holding Corp is a leading health benefits company dedicated to improving lives and communities.

They focus on delivering innovative solutions that combine cutting-edge technology with compassionate, personalized care. Their mission is to simplify the healthcare experience, making it more accessible and effective for both providers and patients.

The stats of WellPoint

118 million people served

1.7 million healthcare providers in network

Large Population covered

THE Fact

In 2024, 93% of healthcare providers cite intuitive, integrated care management systems as crucial for improving patient outcomes and staff satisfaction

The Core Problem We were tasked with

The problem:

WellPoint's Health Services lacked a unified system, affecting efficiency and patient care quality.

  1. Multiple disconnected systems for disease management, case management, and review processes led to a fragmented user experience for healthcare professionals.
  2. The lack of integration resulted in inefficient workflows, increasing the risk of errors and delays in patient care decisions.
  3. Reporting and decision-making were cumbersome, making it challenging to track care plans, goals, and outcomes effectively.
  4. The existing system couldn't support WellPoint's complex contracting arrangements, limiting flexibility in care management.

Key Stats

Additional challenges to overcome

01

Designing an intuitive interface to meet the diverse needs of healthcare roles and processes.

02

Ensuring smooth integration with legacy systems while adding user-centric features.

03

Balancing functionality and ease of use to boost adoption among healthcare professionals.

04

Creating a system flexible for evolving healthcare regulations and WellPoint's business needs.

In a nutshell

The challenge was multifaceted

WellPoint needed a unified, intuitive care delivery engine that could streamline complex healthcare processes, enhance user experience for healthcare professionals, and ultimately improve patient care quality.

Implementing the Solution

The solution:

We researched healthcare professionals to understand their workflows, pain points, and needs for the ideal system.

Our team designed a comprehensive care delivery engine with an intuitive interface, integrating disease management, case management, and various review processes into a single, cohesive experience.

We implemented an automated letter generation system, streamlining communication and ensuring consistency in patient interactions. The new system featured customizable dashboards and reporting tools, allowing healthcare professionals to easily track care plans, goals, and outcomes.

This user-centric approach resulted in a reduction in time spent on administrative tasks, an improvement in care plan adherence, and are increase in user satisfaction among healthcare professionals.

OUR WAYS

Strategies employed

01

Conducted in-depth user journey mapping to identify pain points and opportunities for experience enhancement.

02

Employed iterative prototyping and usability testing to refine the interface and workflows continuously.

03

Implemented a modular design approach, allowing for easy system updates and customization based on user feedback.

04

Collaborated closely with healthcare professionals to co-create intuitive features that aligned with their daily practices.

05

Utilized data visualization techniques to present complex health information in easily digestible formats.

100+ User Workflows


Optimized for seamless performance

A number of Data Points


Visualized daily for actionable insights

Strong UX Focus

User-Centered Design, Agile Methodology, UX Research

THE RESULT

Impact that speaks volumes

Our care delivery engine streamlined processes and transformed how healthcare professionals use technology to deliver patient care.

THE OUTCOME

The new care system provides a intuitive way to manage complex healthcare processes.

This helps healthcare professionals make quicker, informed decisions, improving patient care. The platform handles millions of interactions daily, with high user satisfaction and faster decisions.

Here is how it impacted the people involved

Grassroots Level

The impact on healthcare professionals and patients

Healthcare professionals now have a unified, intuitive interface that simplifies complex care management tasks, allowing more focus on patient care. Patients benefit from more coordinated care plans, faster decision-making, and improved communication with their healthcare providers.

Healthcare professionals reported that the new system allowed them to spend more quality time with patients.

Improved Customer Service

Enhanced User Experience

Increased Trust

Quick Access to Information

Organizational Level

The impact on WellPoint

The implementation of the user-centric care delivery engine significantly improved WellPoint's operational efficiency and care quality metrics. The new system's flexibility in supporting complex contracting arrangements enhanced WellPoint's market competitiveness.

Patient satisfaction scores increased, while care coordination efficiency improved, solidifying WellPoint's position as a leader in patient-centered care.

More Agile Care Management

Improved Regulatory Compliance

Data-Driven Insights

Increased Operational Efficiency

"MicroAgility transformed our care delivery with an intuitive platform that reimagined how our healthcare professionals interact with systems, improving our ability to deliver high-quality, coordinated care."

Chief Technology Office, WellPoint Holding Corp

Here's what we can learn from this case study

The successful implementation of a user-centric care delivery system demonstrates the power of experience design in healthcare technology. By focusing on the needs and workflows of healthcare professionals, organizations can create solutions that not only improve operational efficiency but also enhance the quality of patient care. This human-centered approach to technology design is crucial for navigating the complex, evolving landscape of modern healthcare.

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