Aetna Member Communications and Taxonomies

MY ROLE: Senior UX/UI Product Designer

In the discovery process of what was needed and what had already been developed, I found that usability, design, and actual portal specifications were missing in the number of pages already built. It was up to me to try to make up for the development debt, so I put all my design efforts into making the most of Salesforce Components, combining them in new ways to reduce clutter and working with actual portal specs to visualize each screen. My new page prototypes made an immediate impact, and it was said that I accomplished more in a few days than had been accomplished in weeks. I added icons to quickly distinguish different types of communications and enabled drill-downs for the agent to see the latest client communications in real-time while on the phone or messaging with a client. Additionally, I added a more complete search process, and taxonomy assignment ability to communications. For online communications, I simplified forms for client preferences.

RESULTS: The communications redesign was well received, but I left before I could see it implemented.