Role
Solo Student UX Designer and Researcher
Overview
Methods
Heuristic Evaluation
Background
Covered California’s business goal is to manage healthcare cost by enrolling people in affordable insurance plans. It does this by providing price assistance and a marketplace where people can compare health plans.
Deliverables
Wireframe
Prototype
Tools
Figma
Axure
Objective
Identify problems within Covered California’s website that could prevent or slow enrollment task completion in the initial steps of a first-time user flow.
User Testing
Process
1
Conducted secondary research on Covered California, reviewing enrollment data the organization posted online. Noted only 36.5% of enrollees were able to complete enrollment unassisted.
2
Utilizing Neilsen’s Heuristics, analized content presented in the initial steps of typical user flow on coveredca.com, identifying possible problems.
3
Developed task-based user tests to evaluate the identified potential problems.
4
Conducted user testing on laptops, gathering qualitative and quantitative data through contextual observation.
5
Analyzed user data, identifying usability issues. Hypothesized solutions based on user activity.
6
Developed wireframes and an interactive prototype of potential solutions.
Enrollment Task Flow
User Test Tasks
- Get a Quick Quote from coveredca.com
- Shop and Compare plans from different insurance providers
- Compare the cost of vision insurance from different Covered CA insurance providers
Findings
Problem
Visitors to Covered California’s website can not preview costs for adult vision plans. Traffic is directed off-site. Visitors have to learn to navigate a different site, increasing cognitive, and decreasing likely hood that they will return to covered.ca to enroll in medical plans.
Solution
Include pricing information for vision plans on Covered California’s website. The majority of American adults wear glasses. The cost of vision coverage is something they will want to know.
Adult Vision : Redesign
Before
After
Shop and Compare : New Adult Vision Task Flow
Problem
Identified input redundancies within Covered California’s website that can slow task completion in the initial steps of a first time user flow.
Solution
Store tokens on browser to allow the website to carry data to different pages within the enrollment task flow.