For You, Getting Started

Aetna

Overview

When a new user first interacts with Aetna they are brought directly to the home page with little to no on boarding.

Where we started

The Problem

Health insurance is confusing and overwhelming to an average everyday user. There is a lot of thought put into the onboarding process of choosing a plan and registering your data but very little follow through when it comes to the users understanding of their personalized health care plan.

Coming up with a plan

I put together a workshop planning canvas to get organized and set up the workshop.

To start out the workshop I gave an introduction to explain our problem as well as some ground rules. I also put together and explained some user archetypes

• The explorer

• The daydreamer

• The survivor

• The soldier

workshop activities

The users were split into 4 groups each group thinking in and around the mindset of their assigned archetype. Each group was asked to do some empathy mapping based on a few prompts as well as give some “how might we” statements

I time boxed the sticky placement and then we infinity mapped similar ideas and discussed the findings.

Then we did some crazy 8 exploration and took a couple minutes to group like ideas and discuss why some similar ideas became patterns.

After the workshop I plotted some of the “how might we” statements against some of our business values to present to product to get buy in.

Sketches

From what I learned in the workshop I created some sketches and got feedback to narrow down what we as a team wanted to get user reactions to.  After discussions we got it down to two ideas.

Information Center Shelf

Building upon the alert center where the user can gain access to the shelf at any point in their journey. Sectioning out Notifications, To Do lists, and user pinned items.

Testing results

Testing is still in progress but so far user tend to preferred a hybrid version, where you have access to the side bar on every page but can also get to the detail full page version.