Designing digital access to healthcare for Tennessee families
TennCare Connect is Tennessee’s digital benefits portal, helping low-income individuals and families apply for and manage healthcare coverage through TennCare, CoverKids, and Medicare Savings Programs across web and mobile.
My Role
Product designer
XFN Team
Product Owner, Data Analyst, Researcher, Full Stack Engineer
Industry
Healthcare
Duration
2 years
Context
TennCare is a state health reform program implemented in Tennessee. The program aimed to reduce the uninsured rate and control Medicaid spending. Its major roadblock is its complex eligibility determination process, causing a slow rate of enrollment, averse selection.
Problem
Applying for and managing public healthcare benefits can be complex. Members have to understand eligibility requirements, provide supporting information, track application status, respond to requests, and manage benefits across different stages of their healthcare journey.
Solution
TennCare Connect makes it easy to manage multiple accounts and control cash flow—all from one dashboard. Focusing on businesses, Running a business is complex, banking doesn’t have to be.
My process to build the solution
Goals & Objectives
▸ Provide high-quality care that improves health outcomes
▸ Ensure enrollee access to health care, including safety net providers
▸ Ensure enrollees’ satisfaction with services with fast enrollments
▸ Provide enrollees with appropriate and cost-effective Medicaid Services
Challenges
▸ Complex and extensive application form
▸ Slow-moving workflow of the paper-based form
▸ Higher rates of rejection owing to inconsistent information provided
▸ Complex queue management system
▸ Completion of the form and documentation requires multiple visits
User Research
Understanding the applicant’s needs
▸ The option to determine my eligibility and apply for one or more programs all in one place, in as few steps as possible.
▸ Notifications and feedback loops about my benefits that are relaible, timely and easy to understand
▸ To be able to interact with benefits programs through the channel(phone, text, email, in-person)
▸ Information that is clear, easy to find and easy to understand
Understanding the applicant’s Enrollment process
▸ Take on the responsibility of verifying eligibility, to reduce burden to applicants
▸ Deeply invest in increasing efficiency, continuously tracking operations data and analyzing effectiveness of their processes
▸ Integrate program applications to help serve individuals and families holistically
▸ Use technology and multi-channel touchpoints to communicate in ways that help people from dropping out during enrollment or renewal.
▸ Empower staff to use their judgement and discretion, moving away from ‘line worker’ model increasing effectiveness and satisfaction for both staff and applicant
Low Fidelity Wireframes
Final Design Solutions
Extra attention to detailed development
Working with Wambi was a pleasure for our team. Wambi is more than just a digital platform showing information about healthcare workers or other company employees in real time.
User success stories
Working with Wambi was a pleasure for our team. Wambi is more than just a digital platform showing information about healthcare workers or other company employees in real time. First and foremost, Wambi is communication between humans with peer-to-peer feedback that .
My Reflections
Working with Wambi was a pleasure for our team. Wambi is more than just a digital platform showing information about healthcare workers or other
I specialize in crafting exceptional digital experiences to help the users achieve their goals.
Crafted with love by Mayuri