Making it easier for families to manage their care
Redesigning Dell Children’s Health Plan’s member portal with accessible, responsive tools for 40,000+ Medicaid members.
- Member Self-Service
- Accessibility
- End-to-End Design
- Client
- Ascension
- Role
- Product Design Lead
- Platform
- Responsive web portal
- Timeline
- 4 months
Research
Understanding how members find and manage care.
Reviewed the existing portal and provider search, evaluated usability, and organized a card sort with representative users to inform the navigation and task structure.
Organized a card sort with representative users to understand how they grouped information and everyday care tasks.
Challenge
Home · Finding the right task
Families needed a clearer starting point for common tasks and a way to access the right information for each member.
The existing homepage made key links difficult to scan.
Solution
A clearer start for every member.
Frequently used actions up front, with individual tasks organized under each person.
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Engineering
Turning existing capabilities into a simpler member experience.
Worked with engineering to understand the available API data and how the provider search URL was constructed. Identified query parameters that could carry member context into the search, reducing the information members had to enter again.
Reviewed what the APIs returned and which member details were available to support provider search.
Challenge
Care team · Finding a new PCP
A separate search asked members to enter information the portal already knew, with a phone call still needed to schedule care.
Provider search took members outside the portal to find care.
Solution
A PCP search that starts with what we know.
Relevant results in one tap, with location and language preferences easy to adjust.
1234The outcome
- Launched the redesigned portal in four months for 40,000+ members.
- Expanded self-service access to care teams, ID cards, claims, prior authorizations, and support.
- Made core tasks available through a responsive experience for members and caregivers.