Optimized Digital Healthcare and Medicaid Platform for California
A care management and data-tracking dashboard solving for fragmented information and delays by connecting providers and beneficiaries through a centralized pipeline.
Optimized Digital Healthcare and Medicaid Platform for California
A care management and data-tracking dashboard solving for fragmented information and delays by connecting providers and beneficiaries through a centralized pipeline.
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Overview
Overview
This platforms aims to streamline profile creation, data tracking of comprehensive health records and timely checkups by consolidating information into a centralized system for beneficiaries and providers.
It overcomes California's systemic issues of fragmented information and delays. The platform reduces redundancy and speeds up processes, ultimately enhancing healthcare efficiency.
This platforms aims to streamline profile creation, data tracking of comprehensive health records and timely checkups by consolidating information into a centralized system for beneficiaries and providers.
It overcomes California's systemic issues of fragmented information and delays. The platform reduces redundancy and speeds up processes, ultimately enhancing healthcare efficiency.
My Role
My Role
UX/UI Designer
UX/UI Designer
Team
Team
6 Designers
India and California
6 Designers
India and California
Time
Time
6 weeks
6 weeks
Category
Category
Healthcare Product Design
Healthcare Product Design
My Design Superpower
My Design Superpower
Simplifying complex data into actionable easy functions
Simplifying complex data into actionable easy functions
Case studies are best viewed in Desktop
Defining Problems in California's Healthcare System
Process Fatigue and Inaccessibility
The healthcare system is hindered by inaccessibility, lack of transparency, and inadequate support.
There's no seamless end-to-end process for providers, beneficiaries, and social organizations.
People from certain backgrounds lack awareness and access to resources, facing unfair treatment and affordability issues
44.8%
Californians didn't have proper access to Primary Care Providers in 2018
3.2 million
Californians lack health insurance due to "restricted scope" in 2022
1.8 million
Latinos were uninsured, which makes 63% of the state’s uninsured folks
Focusing on Busy and Low-Tech Users
Based on Stakeholder Workshop Insights
Focusing on Busy and Low-Tech Users
Based on Stakeholder Workshop Insights
Conducting stakeholder workshops with 20 healthcare providers, nurses, and subject matter experts helped us focus on two main groups: Beneficiaries and Providers. The Medicaid system supports low-income residents, but they face significant barriers. Hence, we zoomed in on their needs to design the primary workflows accordingly.
Conducting stakeholder workshops with 20 healthcare providers, nurses, and subject matter experts helped us focus on two main groups: Beneficiaries and Providers. The Medicaid system supports low-income residents, but they face significant barriers. Hence, we zoomed in on their needs to design the primary workflows accordingly.
Beneficiary's User Base Focus
Beneficiary's User Base Focus
Low to middle-income families
Less tech-savvy
Working multiple jobs
Limited time for check-ups
Limited knowledge about healthcare
Beneficiary
Linda Gonzalez
30 year old female, married, no children
Speaks Spanish & English
Family income is $39k per year residing in an apartment in LA county
30 year old female, married, no children
Speaks Spanish & English
Family income is $39k per year residing in an apartment in LA county
Linda's Care Team
Primary Care Provider
Primary Care Provider
OB-GYN Provider
OB-GYN Provider
Behavioral Health Professional
Behavioral Health Professional
Admin Team
CA State admin
CA State admin
Deloitte Tech Support
Deloitte Tech Support
MCO Worker
MCO Worker
Mapping the Working of Medicaid System
Informing the data flow in design
Mapping the Working of Medicaid System
Informing the data flow in design
Primary Care Provider
Primary Care Provider
The main healthcare provider is responsible for coordinating the individual's care
Beneficiary
Beneficiary
Patient/Person in need qualifies to receive benefits based on state-levied eligibility criteria
USES THE MEDICAID CARD TO ACCESS THESE SERVICES
Care Plan
Care Plan
Each one has a Care Plan mapped to them
that Includes the healthcare coverage and speciality services
Each one has a Care Plan mapped to them that Includes the healthcare coverage and speciality services
Beneficiary's Info Accessed By
Beneficiary's Info Accessed By
Care Provider
Doctors and Specialists
MCOs
Healthcare plans supplied by Managed Care Organizations
State Admins
State Government medical board individuals
NGOs/Social Organisations
Providing assistive care services
Collaborating Across India - California Teams
The 24-hour design cycle
Collaborating Across India - California Teams
The 24-hour design cycle
In a team of 6 designers from the Bangalore studio, we worked asynchronously with the California Team. We would have weekly cadence calls with the US-team and daily stand-ups with our internal team to be on top of things. This is how we seamlessly co-ordinated to make this project possible.
In a team of 6 designers from the Bangalore studio, we worked asynchronously with the California Team. We would have weekly cadence calls with the US-team and daily stand-ups with our internal team to be on top of things. This is how we seamlessly co-ordinated to make this project possible.
The Ideation Process Snapshots
The Ideation Process Snapshots
Arriving at The Solution
Arriving at The Solution
We divided our solution into 3 major areas. Click to scroll down to that section:
We divided our solution into 3 major areas. Click to scroll down to that section:
1
1
FOR BENEFICIARIES
Creation of Authenticated Profile
Creation of Authenticated Profile
Californians share personal data or a Benefits Identification Card for healthcare services. While the card verifies eligibility, managing administrative tasks, enrollment, and data access is challenging. We are creating digital profiles to streamline sharing with healthcare stakeholders.
Californians share personal data or a Benefits Identification Card for healthcare services. While the card verifies eligibility, managing administrative tasks, enrollment, and data access is challenging. We are creating digital profiles to streamline sharing with healthcare stakeholders.
Design Principles We Followed
Flexibility and user control
Consistency
Error prevention
Familiarity & learnability
Reduced cognitive load
2
2
FOR BENEFICIARIES
Comprehensive Dashboard and Health Screening
Comprehensive Dashboard and Health Screening
People contact Medicaid or use an online portal to access health records. Actions like talking to their PCP or assessments use various tools like Electronic Health Records. Screening is a brief questionnaire to examine potential risk factors.
People contact Medicaid or use an online portal to access health records. Actions like talking to their PCP or assessments use various tools like Electronic Health Records. Screening is a brief questionnaire to examine potential risk factors.
Design Principles we Followed
Visibility of system status
Transparency
Predictability
Familiarity & learnability
Error prevention & recovery
3
3
FOR BENEFICIARIES AND PROVIDERS
Assessment and Longitudinal Health Records
Assessment and Longitudinal Health Records
Providers assign assessments based on members' needs, using detailed questions and health records to determine risks and develop treatments. Other care team members should assist as needed.
Providers assign assessments based on members' needs, using detailed questions and health records to determine risks and develop treatments. Other care team members should assist as needed.
Design Principles we Followed
Clarity of purpose and flow
Match between system & real world
Visually aesthetic and easy to use
Visibility of system status
Linda's Efficient Journey with Our Solution
Linda's Efficient Journey with
Our Solution
Introduction
Linda, planning for pregnancy, discovers ChHealth while seeking reliable, affordable, and accessible healthcare resources.
Registration & Validation
Linda uses her Benefits Identification Card (BIC) to create an authenticated account. The system retrieves her details, and she can report corrections.
Dashboard & Screening
On the dashboard, she views her vitals, appointments, and care team. Prompted to complete a health screening, the system recommends preconception health resources accordingly
Assessment
Linda's pregnancy screening results are automatically added to her record, updating the dashboard with relevant material and prompted to complete further assessments.
Primary Care Provider Access
The system notifies Linda's PCP and OB-GYN. They review her assessment, and history to refer Linda to the appropriate health care provider in her area and any social organizations.
MCO & Others reach out
Healthcare insurance providers(MCO) receive notification via a preferred communication medium. They reach out to Linda to help her accordingly.
Expected Impact
Expected Impact
Informed by our studies and our envisioned goal for the solution in alignment with the partner's issues, this is what we projected in relation to building healthcare equity, access and affordability.
Informed by our studies and our envisioned goal for the solution in alignment with the partner's issues, this is what we projected in relation to building healthcare equity, access and affordability.
Application process delays decrease to
Application process delays decrease
<30 days
<30 days
from 45 days currently by streamlining the process into digital
from 45 days currently by streamlining the process into digital
Reduce racial/ethnic disparities by
Reduce racial/ethnic disparities by
50%
50%
by improving accessibility and quality of care for all communities
by improving accessibility and quality of care for all communities
Improve health screening & follow-up by
Improve health screening & follow-up by
55-60%
55-60%
by making screening process easy, less burdensome and frequent
by making screening process easy, less burdensome and frequent
Improve accuracy and timeliness of data by
Improve accuracy and timeliness of data by
80%
80%
by eliminating redundant data, fragmentation and Interoperability
by eliminating redundant data, fragmentation and Interoperability
Source: DHCS Medi-Cal Transformation
Source: DHCS Medi-Cal Transformation
Thoughts From My Team Leads
Thoughts From My Team Leads
Ruchira has shown great sense of ownership that the project required, as it's deadline was quite short. She could understand the problem statement and created user focused designs. She collaborated well with other designers and was seen leading/helping out her peers.
Ruchira has shown great sense of ownership that the project required, as it's deadline was quite short. She could understand the problem statement and created user focused designs. She collaborated well with other designers and was seen leading/helping out her peers.
Lead UX Design Manager, Deloitte USI
Lead UX Design Manager, Deloitte USI
In our project with CA DHCS, Ruchira tenaciously compiled research while making room for self - expressions in her design. She prioritized how she can mirror the user's needs to encourage empathy. She never restricted herself to one role. Her eye for detail and problem-solving acumen grew exponentially by the end of the project that I am confident she would do really well in future projects.
In our project with CA DHCS, Ruchira tenaciously compiled research while making room for self - expressions in her design. She prioritized how she can mirror the user's needs to encourage empathy. She never restricted herself to one role. Her eye for detail and problem-solving acumen grew exponentially by the end of the project that I am confident she would do really well in future projects.
Senior Experience Designer, Deloitte USI
Senior Experience Designer, Deloitte USI
We divided our solution into 3 major areas:
Creation of Authenticated Profile
Dashboard and Screening
Assessment and Patient Records
Always ready to talk - let's connect!
Email me at ruchirabiswas97@gmail.com
Drop a text +1 628-358-1287
Always ready to talk -
let's connect!
Email me at ruchirabiswas97@gmail.com
Drop a text +1 628-358-1287
Skip To
Skip To
Defining Problems in California's Healthcare System
Process Fatigue and Inaccessibility
The healthcare system is hindered by inaccessibility, lack of transparency, and inadequate support.
There's no seamless end-to-end process for providers, beneficiaries, and social organizations.
People from certain backgrounds lack awareness and access to resources, facing unfair treatment and affordability issues
44.8%
Californians didn't have proper access to Primary Care Providers in 2018
3.2 million
Californians lack health insurance due to "restricted scope" in 2022
1.8 million
Latinos were uninsured, which makes 63% of the state’s uninsured folks