Understanding Value-Based Care
Clarifying contracting experiences to support population health goals
Area
Health Insurance
Duration
2022 (3 months)
Role
UX Designer
Collaboration
Partnered with a fellow designer.
This case study focuses on internal experience strategy work and uses representative, reconstructed examples.
Problem
As value-based care models evolve across Commercial, Medicaid, and Medicare contexts, understanding how providers experience contracting and supporting processes becomes increasingly important. Gaps in visibility across the current experience and operations can limit teams’ ability to identify meaningful opportunities for improvement.
UX Strategy Contributions
Stakeholder facilitation and cross-functional alignment
Experience modeling through representative personas and service blueprints
Problem framing and prioritization
Impact
Identified high-value experience opportunities addressing provider and internal team needs
Surfaced opportunities to improve operational processes and reduce friction
Informed prioritization of near- and long-term technology enhancements
Approach
Understanding the Current Experience
Using discovery insights, I developed representative personas and service blueprints to clarify who the experience needed to support and how supporting processes and handoffs connected to the provider experience. This work created a shared understanding of the end-to-end service, highlighting where operational complexity and fragmentation created friction and surfacing key opportunity areas for improvement.
Prioritization
I facilitated value-based prioritization discussions to assess opportunities across experience, operations, and business considerations. This resulted in a prioritized set of improvements that informed future planning and sequencing.
A deeper walkthrough is available via conversation, using anonymized and reconstructed examples.