Cost Saving Opportunities on Maps

Aetna

Overview

Integrating cost saving opportunities into the search map view. Easily identifying via the map what providers are set up and considered as cost saving opportunities with a users specific plan. Cost saving opportunities rate of clicks will also benefit as an integrated part of search maps as it is one of the most highly visited pages.

Problem

Users are missing out on savings because providers are not denoted as cost savings within the search map. Users are also not taken to a list/map of providers when presented with a cost savings opportunity in their journey.

Examples:

Being alerted that an Urgent Care visit will cost less than an ER visit but not knowing where Urgent Cares are located.
Finding multiple providers in network that do lab work but not knowing which office has is lowest cost to you.

Competitive analysis & research

For search maps I was able to do a bit of competitive analysis, accounting for not just the larger experience but also for the micro interactions. I was also able to do user research on when and where users expected to see Cost Savings and how that interaction might be combined with the map. Once I collected all my research I was then able to affinity map ideas. From there I created a happy path, a user flow determining what the user saw versus the action they would be taking. I was also able to map the most common pain points found in the user interviews to the gains I could possibly implement.

Scope

After collecting my research I met with engineering and we worked to create a feature that was feasible and in scope, to get an MVP. We also came up with a timeline and game plan to account for the longer process of iterating.

Micro interactions and accessibility

Because there was a game plan to have a lot of different variables that are dependent on one another as well as being responsive to one another I brought in accessibility very early. We worked hand and hand to create the screen reading happy path and created a simple version of an accessibility tree. Once low-fi designs were created we worked on documentation around micro interactions and best practices with design and accessibility.

Bringing product together

After getting low-fi designs tested for maps, I brought together the product owners of maps and Cost saving actions. We all got an understanding and a plan of action together so that maps and Cost saving can work in tandem. I was also able to get an understanding of the many to one ratio that a cost savings and different providers to a location would look like.

I was able to implement hover states as well as an interstitial page to collect that many to one ratio. The interstitial page showing all providers at that one location with denoting witch providers provide a cost saving opportunity. I created a prototype to get validation from users.

Final flow

From the search page, if there are multiple providers, the user is presented a modal of all available providers tagging those that have “Cost saving opportunities”. Once the user clicks “view details” they are brought to the detail page of the provider.

Interstitial modal listing all providers to one location

Next steps

Updating the ui so the Cost saving actions are more seamlessly integrated with the list view and map view.
Create a visual relationship from mouse over to the list to the map and mouse over from the map to the list.
Implement an auto update as the user moves around the map