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Navigating with Ease: Enhancing Care Manager Efficiency

UX Designer

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Centene Corporation is a leading healthcare enterprise dedicated to providing high-quality, affordable services to underinsured and uninsured populations. Partnering with government-sponsored programs like Medicaid and Medicare, Centene delivers comprehensive care and innovative solutions to improve health outcomes for its members. Let’s face it, managing multiple healthcare assessments daily can be exhausting, especially when you’re constantly navigating the platform to address each one and its follow-up needs. This feature will streamline care managers' workflows and improve user efficiency. 

My Role: UX Designer
Team: Product Owner, Developers, UX Designers, UX Researcher
Client: Centene Corporation
Tools: Figma, FigJam, Jira, Google Meet, Miro
Project Duration: 4 Weeks

04

Usability Test

I conducted a usability test in collaboration with a UX researcher to understand how well our product supports the workflow of care management professionals. Our participants included one Care Manager I, two Care Manager IIs, and one Utilization Manager, who previously held a Care Manager role. We aimed to learn how these roles interact with key features, identify usability challenges, and gather insights on how the product could better align with their daily tasks. The test revealed specific areas for improvement, such as:

  • Order of priority.

  • Prioritizing triggered elements based on a score.

  • Display which assessments need to be completed and which have already been completed.

  • Add a 'back to top' floater for easier navigation.

  • Pre-populating related answers from previous assessments.

These findings provided a clear direction for design enhancements to improve efficiency and the overall user experience for care management teams.

Looking Back

Knowing that my idea will help Sarah in her daily tasks is priceless. During this project, I scheduled meetings and led workshops with developers, designers, and product managers. This helped me learn various methods for creating a user-friendly experience, ensuring effective navigation, and providing essential information about triggered assessments.

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Effective communication was key in meeting all requirements and delivering a useful tool. Collaborating with our research team, I gathered feedback on the feature's usefulness, which was very encouraging. Users appreciated the platform's user-friendliness and efficiency.

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Hearing how valuable this feature will be for daily tasks is immensely gratifying. This project has strengthened my leadership, collaboration, and communication skills.

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Looking ahead, my next steps include:

  • Incorporating Usability test feedback into the design.

  • Updating the current platform with the improved version.

  • Facilitating a smooth handoff to the developers for implementation.

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