Premera Blue Cross

customer experience design researcher

Overview

I worked on the Digital Customer Experience team at Premera Blue Cross as a design researcher for their mobile apps, messaging campaigns and digital pharmacy experience. I conducted interviews remotely and in person, and designed and deployed surveys, cardsorts, and tree tests. I worked with a team of designers, content strategists, product managers, and developers to deliver actionable design and product recommendations based on my analysis. 
Company: Premera Blue Cross
Title: Design Researcher
Team: Digital Customer Experience
Type: Internship, and later Contract 
Date: ​June 2018 - July 2019

Case Study: Health Care Decision Making

Purpose of the Study

To determine what factors influence health care consumers' choices in health care providers. 

Methods

Unmoderated interview on UserTesting.com
  • 9 participants who had planned a non-urgent medical procedure in the last six months

Literature review of 46 sources
  • 14 sources on cost transparency
  • 32 sources on health care decision making
​

Results

"Most consumers focus primarily on the service components of care..."
  • Patient experience is paramount 
  • Reviews help evaluate patient experience 
  • Finding care is emotional 
  • Measuring provider quality is hard
  • Health illiteracy is causing blockages
  • People still care about costs
  • Cost is a bigger driver for lower income consumers
  • Health care "shopping" doesn't work like other shopping
Anger, stress, confusion and vulnerability are the most salient emotions..."