Overview of Whole Person Service

Whole Person Service (WPS) solutions are integral to Human Services and Public Health, focusing on addressing social determinants of health (SDoH) by determining members' eligibility for key services. WPS enhances referral and case management processes, ensuring that those eligible can access critical support. Upon identifying a need for SDoH, WPS connects individuals with caseworkers to guide them to necessary resources. This access includes Medicaid, CHIP, SNAP, TANF, WIC, and childcare support. Ultimately, WPS aims to significantly improve the quality of life for its recipients.

Team
Bryan Troche | Head Product Designer
Jake Herbig | System Designer
Greg Torosiants | Product Designer
Duration
‍8 weeks
My Role
End-to-end product design for the Omni Channel Communication App or OCE

New Product Direction

The previous WPS product suite was hindered by stagnation and a lack of integration, failing to effectively identify social determinants of health and resulting in inefficient eligibility assessments for essential services. To improve overall health and well-being, a cohesive and streamlined approach was needed. Challenges included transitioning from a waterfall methodology that isolated product improvements, causing long-term issues. We focused on applying top UX strategies to rapidly develop and refine MVP products, aiming to attract new potential clients.

The WPS Design Team

I joined an already established team within the Whole Person Service design project, where I took on the role of Product Design Intern. My responsibilities included visual and UI design, as well as creating prototypes for our demo presentations.

The Challenge

How might we streamline the WPS suite to efficiently address health determinants and eligibility, using user research and testing to overcome traditional development constraints?

Solution Preview

Dashboard Overview: Task and Appointment Management
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A streamlined user dashboard displaying task completion, pending referrals, and applications, with a document submission status and an appointments calendar for quick navigation.

Benefits Navigation Interface: Tracking and Document Management

‍A tool that effortlessly guides you through your application journey. With visual progress indicators, a clear display of your pending status, and an organized checklist for upcoming actions, including document uploads – all designed to streamline your benefits experience.

Communication Interface: Application Status Update and Translation Feature

Stay updated on your application status with real-time notifications from your case worker, and easily switch languages with our instant translation option. Engage in conversations, view attachments, and ensure nothing gets lost in translation, all within one intuitive interface.

Discovery Workshops in the Dallas Texas office

Research Team: To gain insights from data analytics that would inform their design decisions.
Product Owners from Different States: By meeting with product owners of state Medicaid programs in Ohio, Florida, and Texas, the team could tailor the user experience to meet specific regional needs and compliance requirements, ensuring more effective and relevant product designs.

Known Market Competitors

Subject matter experts on the team provided a bidding process demo videos for the state of Vermont for a Whole Person Service solutions. Below is some of the big competitors the WPS team will be competing against bringing Gainwell’s solution to the market.

Full Figjam

New Unvalidated Persona

New Personas: Tony, Kimberly, Rebecca

Setting Goals

Pre-populating: When entering data, the system will pre-populate data if it’s available which can save time for the workers and ensure the information is accurate and up to date.
Flexibility and customization: The product will be able to be modified and adapted to the needs of individual clients, case workers, and recipients.
Communication and task management tools: The product will include a comprehensive communication center to collaborate with the clients as well as caseworkers, CBOs, and other stakeholders.
Data visualization: The product will provide easy-to-understand data visualization, such as dashboards, graphs, and charts, to help users better understand trends and patterns in the data.

Design Insights
OCE is pivotal in discovering, exploring, and fostering growth, while ensuring data security and streamlining application processes for current program participants.
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Core Functions: Enhances growth, secures data, and streamlines program applications.
AIDA Framework: Raises awareness, increases understanding, offers options, and guides towards self-sufficiency.
Support Services: Manages cases and household details, facilitating access to resources.
Communication Goals: Ensures seamless and meaningful interactions across organizations.

Reasons for Our Mobile-First Approach

Market research and common knowledge prompted a shift from a desktop to a web app for the initial MVP of the Omni Channel Communication App (OCE). Recognizing that most clients and healthcare agencies provide mobile access, we developed a robust yet concise workflow for a mobile-friendly OCE web app experience.

Information Architecture

Starting with IA ensures that users can easily navigate and find information, preventing potential usability issues later on. Moreover, a well-defined IA aids in aligning the product's design and functionality with the user's needs and expectations.

User Flow

Recognizing the diversity in user interactions with our product, we've included two distinct user flows: one for new users and another for returning users.

Design

The core of our product lies in its intelligence support and assessment process. Prioritizing and refining these essential features ensures user satisfaction and maintains our product's unique value, even as we evolve.

Gathering Feedback at Design Critique

Through various iterations of wireframes and detailed designs, we continually sought insights from our product and design colleagues to ensure we were on the right track.

Major Improvements

We focus on the primary screens that highlight our key features.

Members Call for Expanded Offerings
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‍After discussing with product owners, we moved forward with a more useful homepage where users can see their overall progress, starting with their to-do lists, or check their benefits.

Simplified Infographics
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‍We also focused on a simpler infographic that provides users with the necessary information and outlines the next steps for viewing their accessible resources included in their Medicaid benefits.

Enhancing Communication
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‍Added accessibility features for users who need translation. These features allow users to quickly understand any messages from their caseworkers. They are automatically translated, and users have the option to turn them on or off.

Final Design

To enhance the effectiveness of the vision demo project, I concentrated on developing various interpretations of our key features. My main attention was on the home (dashboard), benefits, and chat pages, as these are the most visible and influential for user engagement. Furthermore, I dedicated time to improving sections involving artificial intelligence and automation. Based on insights from the workshop, I crafted numerous concepts for these essential features.

Final Design File

What I've Learned

🖇 Streamlining Design Feedback
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‍I refined my approach to design feedback by identifying recurring themes in visual, UX, and content critiques. This process enabled me to transform this feedback into specific actions for my next design iteration. By doing so, I could support my design choices with clear evidence, leading to a more efficient and impactful design.
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🔦 Refining Design Exploration
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‍In the design exploration stage, I faced challenges in selecting the best options from a wide range of designs. By evaluating each design and revisiting the original problem statement and hypothesis, I honed my ability to discern the most effective designs. Incorporating these designs into critiques further streamlined the feedback process, enhancing my design proficiency and aligning the final output with the project's goals.
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Full Case Study