Designing the future

of healthcare for the nation’s

leading HMO provider

Members expected an easily accessible self-service healthcare experience, a polar opposite to Kaiser’s phone/visit approach. Kaiser saw the opportunity — to redesign their digital brand and services from the ground up.

I helped Kaiser arrive at the next-generation experience: a simpler, mobile-first, cross-channel experience that puts health access back in the hands of their patients.

Brief
Role

User Experience Team Lead

Team Size

6, Interdisciplinary, led by me
20+ Stakeholders

Timeline

1+ Year

Context

As UX Design Team Lead for SF design agency Redshift, I was the team lead for six UX and visual designers, researchers, and engineers to envision and build Kaiser’s next generation of patient care across their mobile, desktop, and physical experiences. We worked alongside Kaiser’s in-house team, leading the effort while acting as mentors to provide a successful design process model for the company to adapt into its own.

Impact & Results
Mobile App Redesign
  • 40% average increase in task completion from added consistency and parity across mobile, desktop, and physical channels – members could pick up the app and find their way more easily
  • Increased design team prototyping speed by 3x after analyzing, selecting, and mentoring the team on prototyping platforms and approaches
  • Defined & designed 4 product differentiators with mobile best-practices and facilitated ideation sessions, including the “quick-access” home screen and meaningful personalization

Mobile & Desktop Website Redesign
  • 75% increase of time-to-completion of our core task flow from our continuous rapid iteration sprint and testing strategy
  • 15 user research studies conducted with over 488 individuals across 14 weeks
  • 20+ Kaiser stakeholder group mentored, managed and collaborated with headquarter leads and decentralized regional teams.
  • 100% accessibility assessment score from Kaiser’s wide-spectrum requirements, critical for their 1M+ members

Below is a public-friendly collection of my work on the project. A full case study is available on request.

Process: Rapid Design Sprints

1

Requirements Gathering & Discovery Research

I helped lead and execute our on-site intercept surveys, extensive competitor / industry parallel analysis, broad and focused journey-mapping, and group requirement-gathering sessions with our key stakeholders.
2

Rapid Iteration & Testing With Real Patients

We operated in a one-week cadence: ideating, lo- and mid-fidelity prototyping, running concept and usability tests, and finally sharing our insights with the larger group to gather input.
We performed testing directly with a pool of Kasier’s patients, as well as people with real conditions they were managing. Their input was valuable and detailed, with insights that drove us towards designing a more impactful solution.
3

Hi-Fi Coded Prototypes, Usability Testing, & UX/UI Specification Documentation

Arriving at our high-fidelity coded solution included checkpoints with Kaiser and our internal engineering teams, adapting to complex datasets, and building rich specification guidelines of our solution.

Principles

We defined our core principles across the board for all projects, derived from KP’s brand values, our user research, and our UX best practices. For each project, we placed emphasis on specific items relative to the platform, channels, and user goals.

Solution Samples

Kaiser Mobile App: Design Evolution

We created multiple approaches, generating interactive prototypes for each. These prototypes were tested in concept and usability studies directly on a mobile phone, allowing us to evaluate each approach on structuring, navigation, affordances, color, and typography.

In the weeks that our team iterated and tested rapidly, my guidance on prototyping and audit of 7 different platforms allowed us to achieve our accelerated 5-day sprint times. We created a total of 11 high-fidelity interactive prototypes, achieving early stakeholder buy-in for ambitious motion design, transitions, visual design, and interaction patterns.

KP.org Website: Mobile & Desktop Parity

The new website for public and member-access unifies Kaiser’s multiple visual brands, defines a voice for copy and photography, and connects to our research that pinpoints how and why each page is used by both potential and current members.

KP.org Website Spec Deliverables

Our final specification deck was 60+ pages, featuring detailed breakdowns of IA, content strategy, copy/voice recommendations, progressive form behavior, mobile/desktop responsive layout, and followup usability study suggestions.

The full case study has details on design process, prototype iterations, research, pivots, and more.