UX PORTFOLIO 2018

SELECTED SAMPLES
 CASE STUDY
Selection of my best and most recent works that I have done

01 CareFirst BlueCross BlueShield

A non-profit health insurance company with three portals
for member, employer and broker. Webiste, webapp and
native app for all useres.

Work sample included

Provider Directory redesign
Plan selector tool
Blue Rewards New Concept

02 Quit Smoking
A smartphone app designed to help smokers to quit
smoking as a part of my master’s thesis project.
 01 CareFirst BlueCross BlueShield
1. PROVIDER DIRECTORY REDESIGN
Health insurance is complex and users always have difficulties to understand how it
works. In CareFirst I have done a lot of redesigning to make the platform user-friendly.

Provider directory is one of the most important features in CareFirst available for both
members(secure site) and public (nonsecure site). It is basically a helping tool to find a pro-
vider in CareFirst service area but the lack of user friendliness was causing CareFirst an
increased volume of customer calls in CF service center. The ultimate user experience
from member side was really bad. It was necessary to improve the flow for both the users
and the business.

I have added some work samples to this portfolio

To get the full experience go to the link below

https://member.carefirst.com/mos/#/fadpublic/search/home
 PROVIDER DIRECTORY REDESIGN
CareFirst BlueCross BlueShield

Before Redesigning

Challenge
User Experience issue with
finding a provider/doctor
Unexpected error
Managing alerts and messages
Information architecture
Usability in search result
Completion of task flow
 PROVIDER DIRECTORY REDESIGN
CareFirst BlueCross BlueShield

After Redesigning

What I did
User centered design approach
Reduced cognitive load
Minimized error by improving user flow

Full experience: https://member.carefirst.com/mos/#/fadpublic/search/home

 PROVIDER DIRECTORY REDESIGN
CareFirst BlueCross BlueShield

After Redesigning (Continued)

What I did

Improved the scope of search by

rearranging information architecture

Full experience: https://member.carefirst.com/mos/#/fadpublic/search/home

 PROVIDER DIRECTORY REDESIGN
CareFirst BlueCross BlueShield

After Redesigning (Continued)

What I did

Completed the user flow

Made Sort, filter and new search

option readily available
Implemented the mental model

Full experience: https://member.carefirst.com/mos/#/fadpublic/search/home

 01 CareFirst BlueCross BlueShield
2. PLAN SELECTOR TOOL
The tool was designed to submit a business proposal for funding.

Business Needs
A B2B service to increase the
value of the product

End User
Employees of the business

User Needs
To find the best health insurance plan
from offered plans based on user
needs and usage
 PLAN SELECTOR TOOL
CareFirst BlueCross BlueShield

Sketching & ditermining the flow

Identifying the factors which influence the final plan selection

 PLAN SELECTOR TOOL
CareFirst BlueCross BlueShield

Flow Diagram

User Flow
 PLAN SELECTOR TOOL
CareFirst BlueCross BlueShield

Landing Page

Case Scenerio
An existing member is trying to enroll a health
insurance plan from the plans offered by his
employer for the next benefit year.
 PLAN SELECTOR TOOL
CareFirst BlueCross BlueShield

Plan selection steps

Case Scenerio
User chose to guided approach to finding
the best suitable health plan offered by
the employer.
 PLAN SELECTOR TOOL
CareFirst BlueCross BlueShield

Plan selection steps

Case Scenerio
User chose to guided approach to finding
the best suitable health plan offered by
the employer
 PLAN SELECTOR TOOL
CareFirst BlueCross BlueShield

Recommendation and compare plans

Case Scenerio
Recommendation Based on user input
and comparison to other offered plan
 PLAN SELECTOR TOOL
CareFirst BlueCross BlueShield

Plan selector tool mobile screens

 01 CareFirst BlueCross BlueShield
3.BLUE REWARDS NEW CONCEPT
Blue Rewards Is an incentive-based program offered to the members to
improve their health

How Blue Rewards works

Members have to complete 4 steps includ-
ing biometrics to earn a participation
based reward
Members can further earn a results-based
reward based on their biometrics results

Both the participation and results-based

rewards are given in the form of money

Even though the program has a monetary incentive for the user yet the participa-
tion rate to Blue Reward is significantly low. This made the business to think of a
better concept and user-centered design.
 BLUE REWARDS
CareFirst BlueCross BlueShield

Current Landing page

Challenge
User friendly environment Incentive model varies from
group to group
Simplify the steps
Make the goal clear.
Motivating the users
 BLUE REWARDS
CareFirst BlueCross BlueShield

Current Task flow

User’s feedback on task flow

No idea how much work or time needed to
accomplish each step

Subset of steps are not expected to users

Manual input of biometric results is not

desired.

No guidance how to improve health condition

The incentive does not provide enough mo-

tivation to take charge of users’ health.

The user has to complete all 4 steps to earn

the reward. Even having good biometric re-
sults will not give user reward until s/he com-
pletes rest of the steps (screen below).
 BLUE REWARDS
CareFirst BlueCross BlueShield

Case Scenerio

Creating the scenario to understand user goal and why the previous
model failed. This helps to determine the Project overview for the new
concept.
 BLUE REWARDS
CareFirst BlueCross BlueShield

Proposed Concept

What I did
Reduced the steps from 4 to 2
User will earn reward for completing
each step individually
User will be able to get the biometrics
done at nearest CVS
No manual input from users side
User can set their own goals for bio-
metric results
CareFirst will provide required health
tips to user
Corrective action will improve overall
health condition
 BLUE REWARDS
CareFirst BlueCross BlueShield

Case Scenerio

Existing model does not allow user earn a reward if the biometrics fail to meet normal range. The
proposed model will allow them to earn reward regardless of the biometric results. Users have to
set their own goal and CF will make recommendations to achieve the goal. The user will earn extra
incentive if they meet the goal. By taking care of three biometric results, the user will be able to im-
prove other health condition as well.
 BLUE REWARDS
CareFirst BlueCross BlueShield

Mobile screens of proposed model

A much simpler and seamless

approach to earning reward
No manual input of data by the
users
User can take charge of their
health and monitor it.
 02 QuitSmoking App
A smartphone app designed to help smokers to quit
smoking as a part of my master’s thesis project.

Project Name
Smoking Cessation Mobile App Design Based On Acceptance And
Commitment Therapy (Act) For Relapsed Smokers

Axure link
https://930itr.axshare.com
 PROJECT OBJECTIVE
QuitSmoking App

The most common approach in smoking termination app is to guide the user’s behavior to
avoid the urge of smoking. This approach does not give a long lasting solution and user have
found relapse to smoking pretty often. An improved behavioral treatment called Acceptance
and Commitment Therapy (ACT) is developed to help users by accepting their urge to
smoke. In ACT smokers are taught to accept their cravings and at the same time practice to
achieve psychological distance from the negative thought and problem and try to focus on
the value they care. The reason for triggering to smoke varies person to person and to treat
the relapse to smoking needs the customized approach. The aim of this thesis was to find
out the shortcomings of the current ACT based mobile application and design an app to help
the smokers with relapse to smoking.

Setting Goal and Objectives

Smoke cessation app for the users re-
lapse to smoking
Promote behavioral change based on
Acceptance and Commitment Therapy.
Intend to use for smokers, especially
relapsed smokers.
 RESEARCH METHOD
QuitSmoking App

Process Step flow

A combination of the quantitative and qualitative methodology is fol-

lowed to develop the thesis and generate results and findings.

Literature Review on ACT and

smoking behaviour
Survey on Smokers
User Interview
Analysing exsisting apps
 SURVEY & USER INTERVIEW
QuitSmoking App

Results & Findings

I did an online survey on 40 smokers and had 10 interviews to find out some basics
queries regarding relapse to smoking.

Data analysis of the results and findings

 BUILDING PERSONAS
QuitSmoking App

Who are they? Results & Findings

Smokers mainly relapse to smoking Pain Points

Age:18+
Family pressure
Gender: Male & female
Relationship expectation
Previous effort to quit smoking Poor health condition

Nicotine Replaement therapy

Competition with friends and family members Motivation
Using smoke cessation app
Being competitive
Main Goals Value relationship and family
Saving Time
Quit smoking
Being Healthy
Live healthy
 CREATING SCENARIOS
QuitSmoking App

User stories and scenerios are the building blocks of the product develop-
ment. Creating scenarios helps identifying user needs and goals
 TASK FLOW
QuitSmoking App

Task 1 Task 3
Profile set up and pass an urge to smoke SeekingSupport

Task 4
Task 2 Edit Profile
Check activity and status
 USABILITY TEST
QuitSmoking App

After ditermining the final user flow, I have created a paper prototype and did usability
test in a local starbucks. Final design was done based on the usability test
 VISUAL DESIGN
QuitSmoking App

Task-Settimg profile

Task-Pass an urge to smoke

Full visual design in Axure

Task-Checking status
https://930itr.axshare.com
 Contact
Thank
You!
Nasrin.jahan@hotmail.com
(347) 592 6110