Situation : Members are no longer able to enjoy medical benefits provided by Crossover on changing their employer.
Therefore the members had no way to know when would be the last day to seek care from Crossover.
As ethical healthcare professionals, we need to guarantee Members do not have active care terminated suddenly and unexpectedly. The other pain point we addressed was that former members should be given read only access in order to access previous medical records at Crossover. This will essentially help the members to keep a track of their past health records and also ensure that they do not have any ability to seek new care from crossover team members.
Solution : To achieve this goal smoothly and efficiently when a member is off-boarded, we made revisions and amendments to the Member and Care Team Member web pages on the platform to designate the ineligible status to a certain member.
We implemented this using
1. Banner messages on Dashboard (landing page), timeline, details page of all conversations, question sets, calculators, etc.
2. Emails
"Member needs to know his current state"
"Member: XY no of days left to seek care"
"Member: To read and access past conversations"
"CTM needs to know when member becomes ineligible""
This was the first project where I not only worked as an Product manager but also an UI Designer. I learned that every problem looks difficult initially, but with right approach and design mindset we can solve any issues and achieve great results. Designing effectively means bridging business needs, technical constraints and finally providing user satisfaction.
Creating a design language which clearly communicates the form and function, and is also aesthetically pleasing which encourages the users to often use the app was a tough nut to crack. Got to learn new collaborative design tool Adobe XD for brainstorming and wire-framing.
