JOURNEY THROUGH HEALTHCARE ˜ ROSALIND LOUVET | DANIELLA PENA Senior Seminar | Christian Schneider | Spring 2012
OVERVIEW OF THE PROJECT
WHAT IS IT ALL ABOUT?
Users designing complex systems MORE SPECIFICALLY:
Redesigning user interactions with health insurance with users, for users to improve the approachability of the healthcare system
BACKGROUND
Focused our research on the target group for preventive care, 18-40 year olds, by observing their behaviors and habits towards healthcare.
Looking at opportunities for design intervention in the area of preventive care.
BACKGROUND
Looking at opportunities for design intervention in the area of preventive care.
Survey journals involved 40 participants recording their habits, schedules and opinions about health and wellness.
Research of the target group for preventive care, 18-40 year olds, by observing their behaviors and habits towards healthcare.
BACKGROUND
Research on the target group for preventive care, 18-40 year olds, by observing their behaviors and habits towards healthcare.
Survey journals involved 40 participants recording their habits, schedules and opinions about health and wellness.
EMERGING PERSONAS
THE AVOIDER
THE UNAWARE
THE RELIER
THE UNFAMILIAR
avoids the healthcare system until they really need it
thought and claimed they were keeping up with their health and wellness but in actuality were not
used parents as reference for all health related activities
individuals who had never interacted with the US heathcare system - in particular internationals
MAJORITY OF PEOPLE WE SPOKE TO ESPECIALLY 18-26 YEAR OLDS.
SNAP SHOTs OF WHAT WE DID
OUR PROCESS MAP
COMPLEX INTERACTIONS
B A
C
TESTING
OBSERVATIONS
USER WANTS & NEEDS
CONCEPT PROPOSALS
CONTENT
LOOK & FEEL
DELIVERY
LANGUAGE
SHOWING OUR PROCESS
INFORMATION AT LARGE
+
LANGUAGE
TESTING IN SECTIONS
SHAPE, MOBILITY AND FORMAT
INFORMATION AT LARGE & LANGUAGE
1
WHAT IS THE RIGHT AMOUNT OF INFORMATION?
2
HOW DO WE MAKE THE THE INFORMATION MORE UNDERSTANDABLE?
3
WHAT DO USERS DISLIKE?
TESTING IN SECTIONS
1
WHAT DOES THE USER WANT EMPHASIZED?
2
WHAT COLORS AND SHAPES SPEAK POSITIVELY TO THE USER?
3
HOW DO USERS WANT MONETARY VALUES DISPLAYED?
SHAPE MOBILITY AND FORM
1
HOW DO WE CHOOSE A FORMAT THAT SPEAKS TO THE USERS?
2
HOW IMPORTANT IS PORTABILITY?
3
DOES THE FORMAT AFFECT THE USER’S INTERACTION?
EXISTING HEALTH INSURANCE MATERIALS
USER DESIGNED INSURANCE MATERIALS
DESIGN CRITERIA: WHAT YOU SEE IS WHAT YOU GET
1
NEVER PATRONIZING
5
PORTABILITY
2
MONETARY RESULTS
6
PRAGMATIC
3
NON-TECHNICAL LANGUAGE
7 CLEAR DESIGN LANGAGE
4
DON’T OVER DEFINE
8
WHAT YOU HAVE VS. WHAT YOU HAD
PREVENTIVE CARE NO INSURANCE TERMINOLOGY
2
MEANS YOU'VE HAD IT ALREADY
ENGAGEMENT
Checkmarks call for interaction and responsibility V.S. resemblance to old insurance document
Flu Shot
Pap smear
HPV Vaccine
EARN
Get your [70 PTS]
Get the f [30 PTS]
500 PTS
TO SAVE SOME TIME WE OUTLINED A PLAN FOR YOU:
EASE OF FINDING A PROVIDER
Users like that a provider is suggested to fall back on V.S. Implied relationship to provider
10
Physical exam
Diagnostic 2012
3
1
PREVE
User perceives it as bonus V.S. an unnecessary health visit
2 3
MEANS YOU'VE HAD IT ALREADY
MARCH Physical Exam
SUGGESTED PROVIDER:
DR. FRASCA
AUGUST Pap Smear
AUGUST HPV Shot
SUGGESTED PROVIDER:
DR. CHOKERI
SUGGESTED PROVIDER:
DR. CHOKERI
OCTOBER Flu Shot
H E L LO C H R ISTINA AS OF MAY 2012
1
THIS YEAR YOU CAN GET ALL OF THESE SERVICES AT NO ADDITIONAL COST:
SUGGESTED PROVIDER:
CUT ATTA
Did yo wome And th from i proble
CVS PHARMACY
FUTU
Here is a recap of the health services we think you should take advantage of.
HOW
PREVENTIVE CARE THIS YEAR YOU CAN GET ALL OF THESE SERVICES AT NO ADDITIONAL COST:
1 PREVENT
MEANS YOU'VE HAD IT ALREADY
100
Physical exam
Flu Shot
Pap smear
HPV Vaccine
EARN
Get your annu [70 PTS]
Get the flu sh [30 PTS]
Diagnostic
500 PTS/YR
2012
TO SAVE SOME TIME WE OUTLINED A PLAN FOR YOU:
2 3
MEANS YOU'VE HAD IT ALREADY
MARCH Physical Exam
SUGGESTED PROVIDER:
DR. FRASCA
AUGUST Pap Smear
AUGUST HPV Shot
SUGGESTED PROVIDER:
DR. CHOKERI
SUGGESTED PROVIDER:
DR. CHOKERI
OCTOBER Flu Shot
SUGGESTED PROVIDER:
CVS PHARMACY
CUT YO ATTACK
Did you kn women in And that m from it? In problem t
FUTURE
AFTER
AS OF MAY 2012
BEFORE
HELLO C H R ISTINA
Here is a recap of the health services we think you should take advantage of.
HOW C
PROMOTING WELLNESS 1
THIS YEAR YOU CAN GET ALL OF THESE SERVICES AT TANGIBLE RESULTS NO ADDITIONAL COST:
User can see benefit and consequences from MEANS YOU'VE HAD IT ALREADY their action V.S seeing hypothetical suggestions
2
SIMPLICITY
Physical exam
Flu Shot
Pap smear
HPV Vaccine
$
SOME SUGGESTIONS FOR YOU: PREVENTION:
WELLNESS:
100pts
2
SAVE
SAVE
$60/mth
Get your annual physical [70 PTS] Get the flu shot [30 PTS]
Check in another 2 hours a week at the gym and you could save $60 on your monthly fee next month.
2012
$
Switch to a pharmacy that is contracted with us [$300/yr]
TO SAVE SOME TIME WE OUTLINED A PLAN FOR YOU:
Users like evaluating and responding for themselves V.S being told what MARCH they did wrong Physical Exam
SUGGESTED PROVIDER:
DR. FRASCA
SUGGESTED PROVIDER:
DR. CHOKERI
TIP OF THE MONTH:
MEANS YOU'VE HAD IT ALREADY
Pap Smear
Did you know that more than 41 million women in america have Heart disease? And that more women than men will die from it? In fact, it's the leading health problem that kills women.
SUGGESTED PROVIDER:
DR. CHOKERI
OCTOBER Flu Shot
HELLO CHRISTIN A
1
SUGGESTED PROVIDER:
FUTURE SAVINGS UP TO $878/YR
CVS PHARMACY
Here is a recap of the health services we think you should take advantage of.
TIPS
CUT YOUR HEART ATTACK RISK BY 92%
AUGUST
AUGUST HPV Shot
LA
Switch to a dermatologist that is contracted with us [$200/yr]
500 PTS/YR = 10% OFF monthly fees in 2013
LANGUAGE
$500/yr
EARN
Readable at first glance VS. having to spend hours in order Diagnostic to understand
3
INSURANCE COSTS:
HOW CAN I IMPROVE?
3
CAN REDUCE YOUR CHANCES BY
add cholestorol lowering sterols on your bread
20%
get 7-8 hours of sleep
33%
have one serving of fish that is high in omega 3
52%
make time for 2.5 hours of exercise a week
33%
add flaxseed to your diet
46%
We wanted to give you some small suggestions so you could lower your cost and improve your long term health.
W OV
AS OF MAY 2012
PROMOTING WELLNESS THIS YEAR YOU CAN GET ALL OF THESE SERVICES AT NO ADDITIONAL COST:
PREVENTION:
WELLNESS:
MEANS YOU'VE HAD IT ALREADY
100pts
Physical exam
Flu Shot
Pap smear
HPV Vaccine
$
SOME SUGGESTIONS FOR YOU:
2
INSURANCE COSTS:
SAVE
SAVE
$60/mth
Get your annual physical [70 PTS] Get the flu shot [30 PTS]
Check in another 2 hours a week at the gym and you could save $60 on your monthly fee next month.
$
Switch to a pharmacy that is contracted with us [$300/yr]
MA
$2
TO SAVE SOME TIME WE OUTLINED A PLAN FOR YOU:
MARCH Physical Exam
SUGGESTED PROVIDER:
DR. FRASCA
AUGUST Pap Smear
AUGUST SUGGESTED PROVIDER:
DR. CHOKERI
SUGGESTED PROVIDER:
DR. CHOKERI
OCTOBER Flu Shot
HELLO C H R I S T I NA
SUGGESTED PROVIDER:
CVS PHARMACY
Here is a recap of the health services we think you should take advantage of.
for contra
TIP OF THE MONTH:
MEANS YOU'VE HAD IT ALREADY
AS OF MAY 2012
BEFORE
LAST PAID:
Switch to a dermatologist that is contracted with us [$200/yr]
500 PTS/YR = 10% OFF monthly fees in 2013
HPV Shot
$500/yr
EARN
Diagnostic 2012
YOU
TIPS
CUT YOUR HEART ATTACK RISK BY 92% Did you know that more than 41 million women in america have Heart disease? And that more women than men will die from it? In fact, it's the leading health problem that kills women.
FUTURE SAVINGS UP TO $878/YR
1
HOW CAN I IMPROVE?
3
CAN REDUCE YOUR CHANCES BY
add cholestorol lowering sterols on your bread
20%
get 7-8 hours of sleep
33%
have one serving of fish that is high in omega 3
52%
make time for 2.5 hours of exercise a week
33%
add flaxseed to your diet
46%
We wanted to give you some small suggestions so you could lower your cost and improve your long term health.
AFTER
YOU
Left to
Left to
WHAT AR OVERALL
OVERALL MONETARY INFORMATION
DEDUCTIBLE AND OUT OF POCKET MAXIMUM
1
COLOR
Users like too see more expensive option in SOME SUGGESTIONS FOR YOU: V.S having no differentiation
$
AN GET ALL OF THESE SERVICES AT alarming color OST:
2
PREVENTION:
WELLNESS:
MONETARY RESULTS
$ 429.27
INSURANCE COSTS:
MEANS YOU'VE HAD IT ALREADY
SAVE
SAVE
100pts $500/yr User prefers seeing what is left to$60/mth pay V.S. what has been paid HPV Vaccine Flu Shot
Get the flu shot [30 PTS]
3
LAST PAID: March 1st, 2012
EARN
Get your annual physical [70 PTS]
Check in another 2 hours a week at the gym and you could save $60 on your monthly fee next month.
500 PTS/YR = 10% OFF monthly fees in 2013
Switch to a pharmacy that is contracted with us [$300/yr]
MAXIMUM OUT OF POCKET COSTS FOR 2012:
$2750
ME WE OUTLINED A PLAN FOR YOU:
for services contracted with us
User likes knowing that their payments TIP OF THE MONTH: MEANS YOU'VE HAD IT ALREADY have been receIved V.S no follow up
CH VIDER:
SCA
AUGUST Pap Smear
ST VIDER:
ERI
SUGGESTED PROVIDER:
DR. CHOKERI
OCTOBER Flu Shot
SUGGESTED PROVIDER:
CVS PHARMACY
Here is a recap of the health services we think you should take advantage of.
A
CUT YOUR HEART ATTACK RISK BY 92% Did you know that more than 41 million women in america have Heart disease? And that more women than men will die from it? In fact, it's the leading health problem that kills women.
FUTURE SAVINGS UP TO $878/YR
HOW CAN I IMPROVE?
3
NEXT PAYMENT DUE: April 1st, 2012
YOU PAY
$ 30 per visit
$
Switch to a dermatologist that is contracted with us [$200/yr]
REASSURANCE
WHEN YOUR CONTRACTED
YOUR MONTHLY FEE:
We pay all remainin
$5000
1
for services not contracted with us
$30
per visit
We pay all remainin
$ 125 per visit
TIPS
CAN REDUCE YOUR CHANCES BY
add cholestorol lowering sterols on your bread
20%
get 7-8 hours of sleep
33%
have one serving of fish that is high in omega 3
52%
make time for 2.5 hours of exercise a week
33%
add flaxseed to your diet
46%
We wanted to give you some small suggestions so you could lower your cost and improve your long term health.
YOUR RESPONSIBILITY FOR MEDICAL BILLS THIS YEAR:
$per100 stay
$ 450 left
+10% of final bill We pay 90% of final
Left to pay for services contracted with us: $ 450 left
$30
per visit
$ 850 left Left to pay for services not contracted with us:
WHAT ARE YOUR OVERALL COSTS?
We pay all remainin
We pay all remainin
2
Just a reminder of your monthly costs.
WHAT A WHEN PROVID
AS OF MAY
OVERALL MONETARY INFORMATION
DEDUCTIBLE AND OUT OF POCKET MAXIMUM
N GET ALL OF THESE SERVICES AT ST:
$
SOME SUGGESTIONS FOR YOU: PREVENTION:
WELLNESS:
$ 429.27
INSURANCE COSTS:
MEANS YOU'VE HAD IT ALREADY
100pts
Flu Shot
SAVE
SAVE
$60/mth
$500/yr
LAST PAID: March 1st, 2012
EARN
Get your annual physical [70 PTS]
HPV Vaccine
Get the flu shot [30 PTS]
Check in another 2 hours a week at the gym and you could save $60 on your monthly fee next month.
H
DER:
CA
AUGUST Pap Smear
SUGGESTED PROVIDER:
DR. CHOKERI
T
OCTOBER
DER:
SUGGESTED PROVIDER:
RI
Flu Shot
CVS PHARMACY
Here is a recap of the health services we think you should take advantage of.
BEFORE
3
NEXT PAYMENT DUE: April 1st, 2012
MAXIMUM OUT OF POCKET COSTS FOR 2012:
$2750
E WE OUTLINED A PLAN FOR YOU: MEANS YOU'VE HAD IT ALREADY
YOU PAY
$ 30 per visit
$
Switch to a pharmacy that is contracted with us [$300/yr] Switch to a dermatologist that is contracted with us [$200/yr]
500 PTS/YR = 10% OFF monthly fees in 2013
WHEN YOUR S CONTRACTED W
YOUR MONTHLY FEE:
for services contracted with us
TIP OF THE MONTH:
We pay all remaining c
$5000
1
for services not contracted with us
$30
per visit
We pay all remaining c
$ 125 per visit
CUT YOUR HEART ATTACK RISK BY 92% Did you know that more than 41 million women in america have Heart disease? And that more women than men will die from it? In fact, it's the leading health problem that kills women.
FUTURE SAVINGS UP TO $878/YR
HOW CAN I IMPROVE?
TIPS
CAN REDUCE YOUR CHANCES BY
add cholestorol lowering sterols on your bread
20%
get 7-8 hours of sleep
33%
have one serving of fish that is high in omega 3
52%
make time for 2.5 hours of exercise a week
33%
add flaxseed to your diet
46%
We wanted to give you some small suggestions so you could lower your cost and improve your long term health.
YOUR RESPONSIBILITY FOR MEDICAL BILLS THIS YEAR:
We pay all remaining c
$per100 stay
$ 450 left
+10% of final bill We pay 90% of final bil
Left to pay for services contracted with us: $ 450 left
$30
per visit
$ 850 left
We pay all remaining c
Left to pay for services not contracted with us:
2 WHAT ARE YOUR OVERALL COSTS?
Just a reminder of your monthly costs.
AFTER
WHAT A WHEN I PROVIDE
AS OF MAY
LANGUAGE
INSURANCE COSTS: SAVE
WHEN YOUR SEE PROVIDERS CONTRACTED WITH US
YOUR MONTHLY FEE:
$ 429.27
No insurance terminology V.S terminology that user do not understand
$500/yr
2
LAST PAID: March 1st, 2012
NEXT PAYMENT DUE: April 1st, 2012
ENGAGE USERS MAXIMUM OUT OF POCKET COSTS FOR 2012:
Speach like phrases as if speaking to the user V.S. bland communication
Switch to a dermatologist that is contracted with us [$200/yr]
3
$2750
for services contracted with us
$5000
for services not contracted with us
COMBINATION OF VISUALS AND TEXT
Users prefer text to YOUR define, but visuals to BILLS THIS YEAR: RESPONSIBILITY FOR MEDICAL dd cholestorol lowering 20% differences and hierarchy V.S. text heavy indicate erols on your bread et 7-8 hours documents 33% $ 450 left sleep
IPS
CAN REDUCE YOUR CHANCES BY
ave one serving of sh that is high in omega 3
make time for 2.5 ours of exercise a week
dd flaxseed to our diet
52%
Left to pay for services contracted with us: $ 450 left
33%
$ 30 per visit
46%
We wanted to give you some small suggestions so you could lower your cost and improve your long term health.
$30
per visit
Just a reminder of your monthly costs.
YOU PAY
I'M GOING TO MY PRIMARY CARE PHYSICIAN
$ 125 per visit
+10% of final bill We pay 90% of final bill
We pay all remaining costs
of final bill We pay 70% of final bill
30%
of final bill We pay 70% of final bill
$per125 visit
IM GOING TO THE EMERGENCY ROOM
We pay all remaining costs
$per100 stay
T
30%
2
I'M GOING TO SEE A SPECIALIST
We pay all remaining costs
per visit
Left to pay for services not contracted with us:
WHAT ARE YOUR OVERALL COSTS?
We pay all remaining costs
$30
$ 850 left
WHEN YOU SEE PROVIDERS NOT CONTRACTED WITH US
YOU PAY
$
Switch to a pharmacy that is contracted with us [$300/yr]
1
We pay 70% of final bill
30%
I GOT ADMITTED TO THE HOSPITAL
of final bill We pay 70% of final bill
I'M BUYING MEDICATIONS IN STORE
WHAT ARE MY COSTS WHEN I VISIT HEALTH PROVIDERS?
3
30%
of final bill We pay 70% of final bill
These are your set costs when you visit any of your health care providers.
IK TO
l .
1
$
www.unitedhealthcare.com
uld
CO-PAY
CO-PAY
1
SAVE
0/mth
$500/yr
another 2 hours a e gym and you could n your monthly month.
illion ease? will die lth
8/YR
?
$ 429.27
INSURANCE COSTS:
LAST PAID: March 1st, 2012
YOU PAY
NEXT PAYMENT DUE: April 1st, 2012
$ 30 per visit
$
Switch to a pharmacy that is contracted with us [$300/yr]
MAXIMUM OUT OF POCKET COSTS FOR 2012:
Switch to a dermatologist that is contracted with us [$200/yr]
$2750
for services contracted with us
$5000
for services not contracted with us
We pay all remaining costs
$30
per visit
per visit
TIPS
CAN REDUCE YOUR CHANCES BY
add cholestorol lowering sterols on your bread
20%
get 7-8 hours of sleep
33%
have one serving of fish that is high in omega 3
52%
make time for 2.5 hours of exercise a week
33%
add flaxseed to your diet
46%
We wanted to give you some small suggestions so you could lower your cost and improve your long term health.
BEFORE
YOUR RESPONSIBILITY FOR MEDICAL BILLS THIS YEAR: $ 450 left
per visit
Left to pay for services not contracted with us:
WHAT ARE YOUR OVERALL COSTS?
+10% of final bill We pay 90% of final bill
$30
$ 850 left
Just a reminder of your monthly costs.
I'M GOING TO MY PRIMARY CARE PHYSICIAN
We pay all remaining costs
2
THINGS I
30%
of final bill We pay 70% of final bill
30%
I'M GOING TO SEE A SPECIALIST
of final bill We pay 70% of final bill
$per125 visit
IM GOING TO THE EMERGENCY ROOM
We pay all remaining costs
$per100 stay
Left to pay for services contracted with us: $ 450 left
YOU PAY
We pay all remaining costs
$ 125
N
WHEN YOU SEE PROVIDERS NOT CONTRACTED WITH US
We pay 70% of final bill
30%
I GOT ADMITTED TO THE HOSPITAL
of final bill We pay 70% of final bill
I'M BUYING MEDICATIONS IN STORE
WHAT ARE MY COSTS WHEN I VISIT HEALTH PROVIDERS?
3
30%
of final bill We pay 70% of final bill
These are your set costs when you visit any of your health care providers.
I KNOW TO FORG
AFTER
eep your with you ke it to all intments.
SS:
WHEN YOUR SEE PROVIDERS CONTRACTED WITH US
YOUR MONTHLY FEE:
www.unitedhealthcare.com
$
FOR YOU:
THE MAP
I F YO U H AV E R E A C H E D YO U R O U T O F P O C K E T MAX FOR THE YEAR WE WILL BE RESPONSIBLE FOR THE BILL
Suggestions for you
$
THIS IS NOT A BILL
I F YO U S E E A CONTRACTED DOCTOR YO U W I L L P R O B A B LY B E PAY I N G L E S S MONEY OUT OF POCKET
I NEED A DOCTOR
Don’t worry you won’t be receiving any more of these. Your explanation of benefits will now be delivered to you in this format.
YOUR PLAN'S IDENTIFICATION INFORMATION
ZOC DOC www.zocdoc.com ZocDoc is a free online tool that helps you find covered doctors according your plan type and location. The service also lets you book your appointments online.
$
CUSTOMER SERVICE (800)-123-4567
FIND A PROVIDER
BILLING
YO U R J O U R N E Y T H R O U G H H E A LT H C A R E
www.healthgrades.com
United Healthcare HSM plan
AMA DOCTOR FINDER www.ama-assn.org/doctorfinder
ZO C DO C
W H AT YO U N E E D :
This online physician Locator helps you find a perfect match for your medical needs DoctorFinder provides you with basic professional information on virtually every licensed physician in the United States.
www.healthfinder.gov Healthfinder.gov is a government Web site where you will find information and tools to help you and those you care about stay healthy.
H E A LT H C A R E G O V www.healthcare.gov/compare
Your breakdown of costs
WE COVER A HIGHER % O F YO U R C O S T S W H E N YO U G E T S E R V I C E F R O M A CONTRACTED PROVIDER
FOLLOW UP
YOUR APPOINTMENT:
CONSULTATION Even if your doctor tells you the procedure should be covered call us so we can give you a breakdown of your costs; all plans are different and doctors give information based on the average plan.
NOT JUST ABOUT UNDERSTANDING THE INFORMATION BUT ALSO KNOWING WHEN TO USE IT
REMEMBER TO TAKE YOUR INSURANCE CARD
1. Sign in with the receptionist or front desk 2. Give them your insurance card 3. Pay your set fee 4. CONSULTATION
OTHER RESOURCES
H E A LT H C A R E G O V L AW www.healthcare.gov/law The Affordable Care Act will put in place strong consumer protections, provides new coverage options and give you tools to stay informed about your choices.
www.MedicineNet.com
W H AT W I L L I PAY ? I H AV E T O SCHEDULE A PROCEDURE
Tools to help you assess the quality of care you’re getting. The Affordable Care Act is designed not just to control health care costs, but also to improve quality of care.
MEDICINE NET
INSURANCE COVERAGE
CVS CAREMARK
Referrals to a specialists or another provider are common. Simply go back to FIND A PROVIDER and follow those steps.
H E A LT H G R A D E S
H E A LT H F I N D E R
28
GENERIC drugs are the cheapest option; however talk to your Doctor because they are not necessarily the best option for you.
W H AT I F I AM REFERRERD?
WebMD provides valuable health information, tools for managing your health, and support to those who seek information.
HealthGrades is a source for researching and selecting physicians and hospitals.
J U LY
SCHEDULE APPOINTMENT
I'M BUYING PRESCRIPTIONS
PREVENTIVE FOLLOW U P S W I L L H E L P YO U R E D U C E B O T H YO U R SHORT TERM AND LONG TERM COSTS
1. CALL A DOCTOR Ask if they are contracted with your plan:
SEE ‘HELPFUL THINGS’
MEDICINE
RECOMMENDED PHARMACY:
This is the best way to assure that you find a doctor that is definetly contracted with us
www.doctor.webmd.com
HOW CAN I FIND ONE?
2. ONLINE
W H AT YO U N E E D : Your recap of services:
WEBMD
YOUR INSURANCE CARD
FIND ME A DOCTOR
Tip of the month
1. When you receive a bill check to see if the provider you saw was contracted with us 2. Your bill will vary depending on what amount you are still responsible for for medical bills 3. If you have reached your maximum out of pocket costs but are still receiving a bill please give us a call. It is possible that we made a mistake or the service you received is not covered under your plan.
HELPFUL THINGS
TOOLS TO LOCATE DOCTORS
SAVING MONEY: To see how you can save some money take a look at:
!
W H AT YO U N E E D : Your plan information
W H AT YO U N E E D : Your overall payment information
Before you see the doctor you will have to pay the set costs outlined in “COSTS WHEN I SEE HEALTH PROVIDERS” If you are getting a procedure that is not routine the doctor generally has you schedule a separate appointment to give a chance to verify your insurance. Must have procedures, like in the ER are normally just done without verification.
Read doctor-produced health and medical information written for you to make informed decisions about your health concerns.
Hopefully this answers any questions you may have but if you still have some please call. CUSTOMER SERVICE (800)-123-4567
THE MODEL NOW
DEDUCTIBLE
AFTER
? PREMIUM
?
?
?
CONFUSING USER
US
WHAT YOU SEE IS WHAT YOU GET
MINDLESS
USER FRIENDLY DESIGNING WITH USERS TRASH USER
USELESS
IMPACT AND VALUE
BENEFITS FOR THE USER Understand the purpose of their healthcare insurance Know how to use the insurance Tool to make use of their preventive care now
WHY? When a system is easier to use and understand, people interact with it more To familiarize them with insurance while they only need it for basic healthcare service To increase the participation in preventive care and wellness for long term benefits
IMPACT AND VALUE: LARGE SCALE
IN THE U.S MORE THAN 89,000 ADULTS LACK SUFFICIENT HEALTH LITERACY THIS LACK OF UNDERSTANDING COSTS THE HEALTHCARE SYSTEM OVER $50-73 BILLION A YEAR EMPLOYERS MAY BE FINANCING AS MUch AS 17%OF ADDITIONAL HEALTH CARE EXPENDITURES DUE TO LOW HEALTH LITERACY UNNECESSARY OUT OF POCKET PATIENT EXPENDITURES TOTAL MORE THAN $11 BILLION
*Health Literacy Figures from the American Medical Association (2008)
THE SYSTEM IN APPLICATION HEALTH INSURANCE TAX SYSTEM IMMIGRATION
COMPLEX INTERACTIONS
FINANCIAL AID
B A
C
TESTING
OBSERVATIONS
CONCEPT PROPOSALS
USER WANTS & NEEDS
thank you
APPENDIX
OUTLINE OF BUSINESS MODEL VALUE PROPOSITION CONVENIENCE & USABILITY We show companies how to create mindless user interactions
COMPLEX INTERACTIONS
B A
C
TESTING
OBSERVATIONS
USER WANTS & NEEDS
CHANNELS OF DISTRIBUTION
CONCEPT PROPOSALS
CONTENT
LOOK & FEEL
DELIVERY
MORE SPECIFICALLY By incorporating the user throughout all stages of development, we can deliver company specific communication specifications that give customers unprecedented convenience
LANGUAGE
1. CONSULTING SERVICE (company specific) 2. QUARTERLY REPORTS (industry specific)
OUTLINE OF BUSINESS MODEL CUSTOMER SEGMENTS
CUSTOMER RELATIONSHIP
DIRECT: Companies/Employers Entrepreneurs Educational Institutions Museums Government Agencies
CO-CREATION We co-create our value proposition with our indirect customers
INDIRECT: The end user
MORE SPECIFICALLY Organizations who want a customized co-creation process. Anyone with a need to improve their interaction with users INDUSTRY EXAMPLES Tax Immigration Law Finance/Banking Loans/Tuition
DEDICATED PERSONAL ASSITANCE To our direct customers using our consulting services COMMUNITY ASSISTANCE To our direct customers buying our industry reports and specifications
OUTLINE OF BUSINESS MODEL KEY ACTIVITES ANALYSIS OF EXISTING INTERACTION Look at our client’s existing user interactions and determining what they are trying communicate to the end customer INDUSTRY/COMPANY RESEARCH Look at existing guidelines, structures and offerings in our clients industry USER OBSERVATIONS Dependant on client’s needs. Focused on getting user feedback and critique on existing interactions. USER TESTING Dependant on client’s needs. Focused on showing design concepts and redefined language, structure and content to users and getting feedback of what works and what doesn’t work.
OUTLINE OF BUSINESS MODEL CoST STRUCTURE VALUE DRIVEN Our cost structure is based on the value we provide our customers - an effective, simple interaction with users. Our costs are derived directly from the number of users we involve in our development process. Our costs are dependant on how extensive our services are needed.
REVENUE STREAMS TOP COST DRIVERS USER TESTING: payment of focus group participants on an hourly basis cost of printing/ producing materials for testing number of hours testing will be conducted for CONTENT ORGANIZATION: dependant on amount and state of current content taking existing content and repurposing with new design and strucure dependant on how many team members will be needed to organize
SUBSCRIPTION based PUBLICATION OF SPECIFIC INDUSTRY REPORTS We will publish quarterly industry specifications and guidelines for user interactions so organizations can implement internally. Cost of reports will be dependant on industry and information type but will be a fixed cost for all clients USAGE based DEPENDING ON THE EXTENT AND PARAMETERS OF CONSULTING Customers will be charged a price based on the industry segment and amount of work they need done. Their will be a premium for our services because we are not a consumer reseaerch company
OUTLINE OF BUSINESS MODEL
KEY PARTNERSHIPS
KEY RESOURCES
ANYTHING BEYOND CONCEPTING AND TESTING IS OUTSOURCED TO READILY AVAILABLE SERVICE PROVIDERS:
HUMAN resources: our process
Content creation: 3rd party focus organization (logistics) Printing Web/Digital deelopment
COMPLEX INTERACTIONS
B A
C
TESTING
OBSERVATIONS
USER WANTS & NEEDS
CONCEPT PROPOSALS
WHY? to optimize costs by taking advantage of their economies of scale reduces risk and uncertainty of what services particular projects will need.
CONTENT
LOOK & FEEL
DELIVERY
LANGUAGE
OUTLINE OF BUSINESS MODEL
KP
KA
Anything beyond concepting and testing is outsourced to readily available service providers Content creation
C$
1. User testing 2. Content production 3. Industry research
VP
CR
We show companies how to create mindless user interactions
KR
User testing such as focus groups, observations and interviews Design, Content Organization Printing, Distribution
1. Community based 2. Personalized
DIRECT: Companies Entrepreneurs Educational institutions Museums
CH
IN DIRECT: End User
1. Quarterly publications 2. Consulting service
R$
CS
Advance and publication of specific industry reports Cost for personalized consulting for you company
IMPACT and value: small scale
?
B C
A
WHY?
PICKING INSURANCE
BILLING
$
OPPORTUNITY AREAS TO CLARIFY HEALTH INSURANCE
BILLING
COMMUNICATION PIECES
GOING TO THE DOCTOR
IMPACT and value: small scale BENEFITS more active participation user realization of value of health insurance
?
B C
A
WHY?
PICKING INSURANCE
BILLING
$
OPPORTUNITY AREAS TO CLARIFY HEALTH INSURANCE
BILLING
COMMUNICATION PIECES
GOING TO THE DOCTOR
IMPACT and value: small scale
?
BENEFITS
B C
A
WHY?
PICKING INSURANCE
BILLING
$
OPPORTUNITY AREAS TO CLARIFY HEALTH INSURANCE
BILLING
COMMUNICATION PIECES
GOING TO THE DOCTOR
attracts more users when they have an option to choose companies and plans
IMPACT and value: small scale
?
B C
A
WHY?
PICKING INSURANCE
BILLING
$
OPPORTUNITY AREAS TO CLARIFY HEALTH INSURANCE
BILLING
BENEFITS COMMUNICATION PIECES
GOING TO THE DOCTOR
reduces pre-vistit confusion increases chance that user will go to the Doctor sooner promotes preventive services upfront to incentivize users
IMPACT and value: small scale
?
B C
A
WHY?
PICKING INSURANCE
BILLING
$
OPPORTUNITY AREAS TO CLARIFY HEALTH INSURANCE
BILLING
BENEFITS reduces # of personnel needed for insurance customer service at office more consumer power means they are less likely to have uncovered services participation in preventive care means greater use of PCP
COMMUNICATION PIECES
GOING TO THE DOCTOR
IMPACT and value: small scale
?
B C
A
WHY?
PICKING INSURANCE
BENEFITS reduces long term costs less billing inquiries because users understand their reponsibilities
BILLING
$
OPPORTUNITY AREAS TO CLARIFY HEALTH INSURANCE
BILLING
COMMUNICATION PIECES
GOING TO THE DOCTOR
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