UX Research : UHG

Project Overview

This project centers on the provider experience in partnership with United Health Care (UHC). Conducting over 40 targeted interviews with Federally Qualified Health Centers (FQHCs), Aggregators, internal health plan CEOs, and provider-centric teams, our team of four designed a comprehensive UX research strategy. Our aim is to uncover healthcare providers' needs to inform and develop an effective customer success strategy.
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• UX Researcher & Design Lead | Team of 4 | 7 Months
• Services: UX Research | Brand Strategy | UX Design
• Industry: Healthcare

Pain Point

Providers struggled with fragmented communication, inconsistent patient data, and limited insights, making it difficult to manage care proactively and meet Value-Based Contract (VBC) goals.

Process

Our team of four conducted over 40 interviews with FQHCs, Aggregators, UHC executives, and provider teams to uncover key challenges, including delayed patient data, limited visibility into population health, and fragmented admission, discharge, and transfer information. We mapped provider journeys and designed solutions to standardize data formats, improve interoperability, and deliver real-time analytics to support proactive care and transparent VBC tracking.

Outcome

The insights led to redesigned tools that give providers real-time patient data, identify gaps in care, and track VBC performance. Population health and admission/discharge data were streamlined, improving usability and engagement. These improvements strengthened provider trust, enhanced care delivery, and positioned UHC as a more supportive, partner-focused organize.

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