Purple background with white text and illustrations of four young people lying or sitting on a white line, engaging in activities like reading, using a laptop, and holding a cup, with a central white box containing the text 'UPMC Health Plan Classic' and the smaller text 'UX Design, User Research, Prototyping, Development, User Testing' at the top.

Below is a flow chart highlighting each step which was taken by the app services team to research, test and implement necessary changes to the UM Case section of HealthPlaNET Classic. I was one of the lead UX Designers who also participated in the research portion of this initiative.

I interviewed UM Case personnel, brainstormed ideas with the team, created journey maps and went on to design new changes that would ease the pain points.