Tenncare Connect
Tenncare Connect
The easiest way to access Healthcare benefits for Low income households online. It included providing TennCare, CoverKids, and Medicare Savings Programs benefits online via web and mobile apps.
The easiest way to access Healthcare benefits for Low income households online. It included providing TennCare, CoverKids, and Medicare Savings Programs benefits online via web and mobile apps.
The easiest way to access Healthcare benefits for Low income households online. It included providing TennCare, CoverKids, and Medicare Savings Programs benefits online via web and mobile apps.
Industries
Travel
Date
January 2023
My Role
My Role
Lead UX designer
Lead UX designer
XFN Team
XFN Team
Product Owner, Data Analyst, Researcher, Full Stack Engineer
Product Owner, Data Analyst, Researcher, Full Stack Engineer
Industry
Healthcare
Duration
8 Months
Industry
Healthcare
Duration
8 Months
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.
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
Create a self-service online experience for people in Tennessee state especially low income households to get medical health coverage. These programs are managed by the State of Tennessee and help cover medical expenses for people who are low income.
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
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
▸ 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
▸ 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 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
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
Low Fidelity Wireframes
Final Design Solutions
Final Design Solutions
Extra attention to detailed development
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.
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 .
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
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
I specialize in crafting exceptional digital experiences to help the users achieve their goals.
Crafted with love by Mayuri
I specialize in crafting exceptional digital experiences to help the users achieve their goals.
Crafted with love by Mayuri