Spring 2020
UX Apprenticeship, Curiosity Tank

For major health plans, a key tool is one that allows its members to find an in-network doctor or other medical services. A client wanted to understand more about the strengths and weaknesses of their own Find a Doctor tool, compare it to a set of major competitors in the industry, and gain insight into general industry trends for consideration in their own design. This culminated in an incredibly detailed 500+ page presentation of our findings (the majority of those pages were appendices!). Over a series of months, a team of two experienced user researchers guided myself and another intern through the process of benchmarking the client’s Find a Doctor tool.

We began by identifying components that would be needed for this analysis: task-flows and screen shots for the various tools across both desktop and mobile views, since those various states could differ significantly in terms of task-flows.

We ran a detailed heuristic and design analysis of the client’s Find a Doctor tool and a lighter analysis of the competitor tools, task flows, features, functionality, and fields. Via this heuristic analysis, we identified challenges, opportunities, and recommendations for the client’s Find a Doctor tool.

Finally, I assisted in the development of a presentation summing up findings for user researchers at the major health plan’s organization.