My Role 

Lead UX Designer - Native iOS and Android for Mobile and Tablet 

The Project

In 2015 Kynect, the Kentucky Health Insurance Exchange, hired Deloitte Digital to create a mobile health insurance enrollment system. Kynect is the official Kentucky State marketplace for health insurance under Obamacare. 

Through the application individuals, small businesses, insurance agents, and kynectors can view and enroll in health insurance plans, dental insurance plans, Medicaid, and KCHIP.  

I spent nine months as the lead UX designer on the project and was responsible for overseeing four other UX designers, writing user stories and acceptance criteria, assisted with personas, created user flows, wireframes, conducted usability tests, and worked with both an onshore and offshore development team. 

USER RESEARCH

The Customer Experience Researchers, myself and 1 other UX Designer spent three weeks traveling around Kentucky to conduct in-person interviews to hear and observe current processes and pain points.

SITE MAPS

The native mobile and tablet sitemaps were created after completing extensive research and having a deep understanding of the complex systems.

USER FLOW

As we had expected, we heard over and over that applying for health insurance is overwhelming and confusing, and people find comfort in talking with other people rather than filling out a long form on their own. This lead us to design an experience that felt more like a conversation then filling out a form. The user only has to answer one question at a time to not overwhelm or cause confusion. The user flow below is a 1 out of 19 user flows the UX team created.

WIREFRAMES

Below is a very small sample of some of the iOS mobile wireframes we created. We also created iOS tablet and Android mobile and tablet wireframes, not shown here.