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CCA: Find a Doctor

Commonwealth Care Alliance provider directory

In the summer of 2019 I worked at CCA, a nonprofit organization providing integrated healthcare and social support services to seniors, people with disabilities and complex medical needs. My task was to work with a team to develop a newly designed find a provider service for the company’s 32,000 members.

Throughout the summer my team and I developed a fully functional provider directory, following a journey from data to concept to create an intuitive experience for members. As one of the two UX/UI Interns, I worked closely with my partner to create a design experience that emphasized a personalized and simple process.

 
Final Design

Final Design

 

Overview

Commonwealth Care Alliance (CCA) wants to make it easier for its members to find the providers they’re looking for within in their network. With over 50,000 providers, CCA wanted to simplyify this process and empower their members by improving the ability to search & browse their provider directroty. The directory was outdated, had no CCA branding, and was not very user-friendly. The goal was to redesign it in such a way that it is simple, usable, and useful.

My Role: UX/UI Designer

Project Duration: 12 Weeks (+14 Weeks to fully implement)

Tools Used: Sketch, Invision, Adobe Illustrator, Validately,

 

process

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problemS

-Given the medical complexities of our users, it is especIally difficult for them to interact with technology and therefore find a provider. Often times this just ends up in a phone call to Member Services asking them to do it for them.

NEEDS

  • Ensure the new design’s usability through user research 

  • The solution should incorporate responsive design

  • The design should adhere to web accessibility standards (WCAG 2.0)

  • The solution must be bilingual (English and Spanish)

  • The solution must meet all of the CMS mandated requirements

 

RESEARCH

user personas

Considered three potential users for the provider directory. One for each of our two types of members: a One Care Member and a Senior Care Member—and a Member Services representative.

Gwenyth: Senior Care Member  This user is likely the most medically complex and will need a very simplified directory that likely utilizies assitive technogloies such as screen readers. This user is older and not very tech-savy.

Gwenyth: Senior Care Member

This user is likely the most medically complex and will need a very simplified directory that likely utilizies assitive technogloies such as screen readers. This user is older and not very tech-savy.

Barb: One Care Member  This user represents our younger population. This user might understand technology a bit more than the older crowd but still has very specific needs and medical problems may hinder their interactions with technology.

Barb: One Care Member

This user represents our younger population. This user might understand technology a bit more than the older crowd but still has very specific needs and medical problems may hinder their interactions with technology.

C  This user arguably has the most unique interactions with the directory as he is constantly usitlizing the directory on the behalf of members. He is likely being fed all sorts of descriptive information regarding what kind of provider the member seeks through a phone call.

C

This user arguably has the most unique interactions with the directory as he is constantly usitlizing the directory on the behalf of members. He is likely being fed all sorts of descriptive information regarding what kind of provider the member seeks through a phone call.

USER FLOW

Developed a user flow chart for how we envisioned a member potentially navigating the newly designed platform

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Information Architecture

Categorizing the data available within the system and organizing them in a way that is understandable to the user

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COMPETITIVE ANALYSIS

Conducted an analysis of CCA’s competitors: established assessment criteria and tracked them across multiple competitors.

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mapping out needs vs wants

After determining the potential that the platform could have we decided to focus on what we wanted to get done within the timeframe we had left. We decided to use a matrix to determine the needs from the wants

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ideate

Prototype sketches were created to ideate potential screens inspired by our research–particularly the competitive analysis

Desktop  Initial Wireframe Sketches

Desktop Initial Wireframe Sketches

Mobile  Initial Wireframe Sketches

Mobile Initial Wireframe Sketches

 

FINAL WIREFRAMES:

Final Wireframes in Sketch

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Infographics explaining CCA’s Provider Directory (Adobe Illustrator)

Infographics explaining CCA’s Provider Directory (Adobe Illustrator)

 
Provider Icons designed in Illustrator

Provider Icons designed in Illustrator

 

Usability Testing:

Using our latest InVision prototype with Validately, we conducted our final round of usability testing.

Takeaways:

  • Design needs to be checked for consistency

  • Filters need to be rearranged.

  • Advanced search might be a bit confusing to some users.

  • Taxonomy needs to be changed.

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mock-ups

Desktop Mockups

Desktop Mockups

Main Search Mockup (Center).png