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Overview

Problem

Process

Solutions

Uber Health

Caring for every user touchpoint in omni-channel experience when delivering employee health care benefits.

Overview

Context

The Service Design project in my master's program, led by Chris Ferguson, Founder of Bridgeable, a service design consultancy with 19 years of experience and clients such as Tellus and CIBC, played a pivotal role in facilitating this project.

My responsibilities included learning current health benefits onboarding from new employees, leading co-design sessions, and creating service design blueprints to pinpoint pain points. Consequently, I presented prospective strategies for enhancing the Uber Health business through the use of prototypes and service blueprints.

My Role

Service Designer, Research Plan and Analysis, Co-design Facilitator, Prototypes, Secondary Research.

Time Line
10 Week

Project Type
University Project

Team
3 Designers

Problem & Background

Currently the Uber Health platform provides healthcare organizations to arrange rides and services on behalf of others using a centralized dashboard or API.
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A majority of employees and students lack understanding of their work benefits. Only 13% clearly understand their employee benefits further more only 3% of users use it.

Brief

Grow and become the go-to Employee Benefits and Assistance Plan provider by understanding professional graduate students and early career professional pain points, concerns in the three stages, onbiarding, finding a provider and getting health service

Objective

Grow and become the go-to Employee Benefits and Assistance Plan provider by understanding professional graduate students and early career professional pain points, concerns in the three stages, onbiarding, finding a provider and getting health service

How I made it?

Leveraged a Service Design approach to develop concepts through co-design and test to learn and anchor on meeting the omni-channel care delivery needs.
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Product Pitch

Offering Flexible and guided onboarding

Employee benefits are overwhelming for many, filled with lengthy paragraphs and technical language that leaves employees feeling confused and misinformed. Participatory Research showed that employees only research their benefits when they have a health issue, and only 13%(CBS) of surveyed felt they understood their benefits. For an employer, it's essential to properly educate employees and allow for flexibility in benefit options to cater to varying needs. Empowering employees with knowledge and tools to utilize benefits to the fullest boosts satisfaction and loyalty.

“I do not recall being onboarded onto the benefits [...] Here’s your benefits and you can read through them. I went over the booklet. It had 20 pages.”

Finding a provider, a suitable match

Finding suitable healthcare provider is a daunting task and many users people for recommendations or spend hours researching on multiple platforms. Even after finding a preferred provider, there is still uncertainty about whether the EAP covers their services. In Participatory Research one user mentioned, "I have no idea. I'm new to the country. I rely on people around me to tell me who to go to." Utilizing existing Uber infrastructure to connect with trusted and reviewed service providers in the area, makes it easier to find providers and ensures convenient location and earliest appointment availability.

Receiving health care service with care plan

EAP are frustrating for employees since they visit the service provider without knowing the service charge or the need for extra paperwork for the insurance claim. The ‘Care Plan,’ provides all the necessary information about the healthcare provider and lays out the next steps. Employees can claim, submit bills, order medicines, plan for their next visit, and learn about the prices, making the users experience informed seamless and convenient.

Touch every touchpoint

“It is not micromanagement—it was care - Build”

To learn, understand and work seamlessly across channels, teams service blue print and touch point mapping are tools used to identify pivotal points, visualize customer experiences, identify pain points, and opportunities for improvement. Though which we enabled Uber Health to create a solution that meets the omni-channel care delivery needs of Canadians while taking into account the specific needs of different stakeholders within the organisation.

Behind the Scenes