Background
Centene employs over 20,000 call center agents to answer questions and resolve issues for more than 12 million members. One second (literally) added to or subtracted from the average call costs or saves the company tens of millions.
What's more, the majority of Centene's health plans are government-sponsored, measured annually by the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey. And the difference between a CAHPS rating (essentially, a Net Promoter Score) of 3.8 and 4.2 is the difference between $60M+ in additional federal funding, or no funding at all.
So, the question was, how could we not only lessen the load on Centene's call centers, but also massively impact member satisfaction to boost CAHPS scores?
The answer was an authenticated member chatbot and support portal. The product is currently in service design, and we're beginning to flesh out a v1 to take to market.
Nerd Note: I've been referring to the chatbot as "Centient."
Role
I collaborated on research, designed the UI, designed and tested the dialogue flows, and designed the UI flow.
Deliverables
Deliverables
• High-Fidelity Prototype (Clickable)
• Dialogue Flows
• UI Flow
Skills
• Dialogue Flows
• UI Flow
Skills
• Conversational UI Design
• UI & UX Design
• UX Research
• Graphic Design
• UI & UX Design
• UX Research
• Graphic Design
Dialogue Flow
This is one of 10 dialogue flows I designed for the prototype, tailored to Centene's readability and accessibility needs. Of course, the final product will ultimately necessitate dozens, potentially hundreds more.
High-Fidelity Prototype (Clickable)
Click the image to interact with the prototype. For the best experience, I'd suggest using a laptop/desktop.
UI Flow
In addition to a high-fidelity prototype, I always like to include a UI flow to better orient the client. Clickable prototypes are certainly engaging, but they can sometimes create a tunnel vision effect. I've found that UI flows can help to keep people focused on the bigger picture.