OVERVIEW
PLATFORMS
Desktop responsive, mobile app
TIMELINE
2021 - 2022
MY ROLE
UX & Visual Design Lead
TOOLKIT
Figma, Sketch, InVision, Photoshop
Reinventing the Health & Wellness space for Kaiser Permanente
Revamping the Health & Wellness space to help Kaiser Permanente members identify health risks, support them to complete preventative health screenings, and provide them with the tools & resources needed to build healthy habits.
Getting to know
Kaiser Permanente
Kaiser Permanente is the nation's largest not-for-profit healthcare providers, serving over 12.5 million members. From telehealth to vaccinations, the transformation of healthcare is one of the biggest stories of our time, and Kaiser Permanente has sprung to action as a leader. As an employee, I’m helping to design, build and shape, KP’s digital experiences, which has the potential to save countless lives.
12+ MILLION MEMBERS
1+ MILLION HITS
SINCE 1945
11+ STATES
Kaiser Permanente currently
has over
12 million members,
and counting
The Kaiser Permanente site
gets a
whopping 1 million
visitors a day
The Kaiser Permanente site
gets a
whopping 1 million
visitors a day
Kaiser Permanente currently
offers
care in 11 states across the country
39 HOSPITALS
730 MEDICAL OFFICES
24,000+ DOCTORS
Kaiser Permanente currently
has over
12 million members,
and counting
The Kaiser Permanente site
gets a
whopping 1 million
visitors a day
The Kaiser Permanente site
gets a
whopping 1 million
visitors a day
PROBLEM SPACE
COVID-19 changed everything
COVID-19 had a huge affect on our every lives and affected not only people's physical health, but also their social and mental health.
The Health & Wellness team approached me with a vision for a unified experience that will boost brand awareness, and influence digital-first, health content seekers to return to KP.org as their trusted source of health content, ultimately increasing membership. As the UX Lead, I collaborated daily with KP design leadership and product, conducted and synthesized research, defined a new visual language and delivered prototypes, a digital playbook and a UI kit. Our recommendations are expected to be rolled out gradually over the next few years.
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PROBLEM SPACE
Auditing the experience
The Health & Wellness team approached me with a vision for a unified experience that will boost brand awareness, and influence digital-first, health content seekers to return to KP.org as their trusted source of health content, ultimately increasing membership. As the UX Lead, I collaborated daily with KP design leadership and product, conducted and synthesized research, defined a new visual language and delivered prototypes, a digital playbook and a UI kit. Our recommendations are expected to be rolled out gradually over the next few years.
Design strategy
When working on a new project, I begin my process with design thinking and gathering generative research through empathy and a deeper understanding of user needs and desires. Afterward, I’ll combine the systems and design thinking methodology during the phases of evaluating, defining and developing the product. I’ll consider the big picture first and the specific interactions later.
What are the core components in the product, how are they connected, what does the overall purpose of these elements serve? Do these elements solve my persona’s problems? By understanding the inter-relatedness of the collective system, I can better design for the user journey and behavior through the entire ecosystem.
1. DISCOVER
Survey, interview, map, evaluate
2. DEFINE
Pain points, personas, journeys, flows
3. DEVELOP
Sketch, mock-up, prototype, test, refine
4. DELIVER
Hi-fidelity, spec, QA, launch, metrics
Gather requirements & guidelines
PROJECT
KICK-OFF
Competitive analysis,
personas, trends, etc.
RESEARCH
Content strategy and
project roadmap
STRATEGY
Organize and
create
FLOWS &
WIREFRAMES
1
25M
As of June 2021, members in KP regions had 25M care gaps that had been opened for 30+ days, representing 81% of total care gaps open
Members are not completing routine preventative health screenings resulting in open care gaps
8%
Only 8% of US adults aged 35+ received all recommended, high-priority, appropriate clinical preventive services, and nearly 5% received none
#3
2
Kaiser has no digital offerings related to social health to support care team and patients
Social health is the third critical element of addressing the care of a whole person
63%
63 %of Kaiser Permanente members reported having at least 1 social need
3
55%
55% of consumers say “trusted healthcare professionals” would motivate them to take a more active role in managing their health
Members seek knowledge and guidance to help them form healthy behaviors and manage their overall health
20%
Nearly 1 in 5 Americans are using a mobile health monitoring device or app, and 2/3 say it has led them to make healthier choices
Fragmented experience
Health & Wellness is currently a fragmented experience for our members. Most of our content is either very shallow or buried deep within child pages. This makes it difficult for our users to navigate these pages and even find what they’re looking for. If a user is looking for diabetes related content, they need to navigate to different “features” within Health & Wellness, such as health class directory, diabetes mini-center, get care, Mental Health and Wellness (Calm and myStrength), etc.
HEALTH
TOPICS
LICENSED
APPS
ARTICLE
& MEDIA
PROGRAMS
& TOOLS
HEALTH
CLASSES
SOCIAL
NEEDS
