Guiding Members Toward Better Well-being
Helping members stay informed and take action on their health
My Contributions
Defined clear UX goals by translating research insights into actionable design priorities
Prototyped early concepts in Figma to spark alignment and accelerate decision-making
Co-led user testing to evaluate design options and uncover user behavior patterns
Iterated on MVP designs to balance clarity, engagement, and accessibility across stakeholders
Delivered a scalable, accessible homepage experience that laid the foundation for future health messaging
My Role & Team
Solo UX Designer (me)
1 UX Researcher
1 Product Owner
4 Developers
Timeline
5-month project, Launched April 2025
Product
Mobile & Web of My Health Toolkit (Member Portal)
WHY IT MATTERS
Preventive care keeps members healthier and reduces long-term healthcare costs.
Preventive services, such as screenings and early care, lead to better health outcomes and fewer serious issues down the road. This not only helps our members, it also lowers long-term healthcare costs for the company.
BEFORE
Members often miss important health information and aren't fully aware of their plan benefits.
Today, critical health messages often get buried in email inboxes or hidden in the portal’s message center. At the same time, benefit details are spread across multiple pages, making it hard for members to know what services they’re eligible for. This results in missed opportunities for preventive care and underuse of valuable plan benefits.
AFTER
Launched a personalized 'Top Action Items' section to drive timely engagement with preventive care.
USER PROBLEM
Missing or buried messages make it hard to stay informed and take timely action on health and benefits.
User Goal
Business Goal
Easily find and act on important health information and benefits without needing to search through emails, texts or multiple pages.
Increase member engagement with preventive care and plan benefits helping improve health outcomes and reduce long-term medical costs.
How might we help members stay informed and engaged with their health benefits so they can take timely action and get the most from their plan?

EXPLORATIONS
3 goals to guide design choice
I set design goals to help me move faster and explain my decisions more effectively.

EVALUATING CONCEPTS
Each concept had unique strengths, so I collaborated with a UX Researcher to test and make informed, data-driven decisions.
Direction 1: Top Action Items

Direction 2: 'Recommendation for you' Section

After user testing and internal discussions, we decided to implement both Direction 1 and Direction 2 to meet different member needs.
We decided to launch both options because they addressed distinct member needs. Direction 1 offered immediate, high-priority actions for quick impact, while Direction 2 supported deeper exploration and ongoing engagement, allowing us to deliver value early while building toward a more comprehensive experience.
By rolling out Direction 1 first, we delivered quick impact, while laying the groundwork for a more comprehensive benefit experience with Direction 2.
SOLUTION / FINAL DESIGN
Designing for scalability
To improve message engagement, I led design updates across multiple surfaces—including the homepage, Message Center, and message detail view—collaborating closely with product and engineering partners to ensure a consistent, scalable experience for members.
REFLECTION
Moving Forward Through Uncertainty
Early on, I felt stuck due to unanswered questions. But after talking with stakeholders, I learned it’s better to put rough ideas on the screen even if they’re guesses to spark feedback and momentum. This approach helped unlock feedback and kept the project moving forward, rather than waiting for perfect clarity. I also learned to start with the big picture, then break it down into smaller, actionable steps for phased releases.
IMPACT
From Redesign to Scalable Solution
While quantitative results are still being collected, the redesign aimed to improve message visibility and encourage timely engagement with important health actions.
Leading in-person user testing at the BCBS Summit to inform design decisions