Medisafe
My role
My role
I worked as a product designer on this project, focusing on the design of the verification and reporting workflows, from research synthesis and concept development to interaction design, prototyping, usability testing, and iterative refinement. In the later stages, I also contributed to accessibility standards and development of the design system.
I worked as a product designer on this project, focusing on the design of the verification and reporting workflows, from research synthesis and concept development to interaction design, prototyping, usability testing, and iterative refinement. In the later stages, I also contributed to accessibility standards and development of the design system.
My role
I worked as a product designer on this project, focusing on the design of the verification and reporting workflows, from research synthesis and concept development to interaction design, prototyping, usability testing, and iterative refinement. In the later stages, I also contributed to accessibility standards and development of the design system.
Timeline
Timeline
Mar-May '24
Mar-May '24
Client
Client
Deloitte
Deloitte
Team
Team
1 PM, 1 Tech Advisor, 16 Designers
1 PM, 1 Tech Advisor, 16 Designers
Timeline
Mar-May '24
Client
Deloitte
Team
1 PM, 1 Tech Advisor, 16 Designers
Timeline
Mar-May '24
Client
Deloitte
Team
1 PM, 1 Tech Advisor, 16 Designers
Establishing a two-way communication of security and trust between Healthcare and seniors.
Establishing a two-way communication of security and trust between Healthcare and seniors.
The mission of this project
The mission of this project
Our goal was not only to help seniors identify and report potential fraud, but also to give them the confidence and knowledge to take a more active role in managing their healthcare.
Our goal was not only to help seniors identify and report potential fraud, but also to give them the confidence and knowledge to take a more active role in managing their healthcare.
Medicare fraud costs billions of dollars each year and weakens trust in the healthcare system. Seniors are among the most vulnerable because complex billing, unfamiliar medical terminology, and limited awareness make it difficult to recognize suspicious charges.
Medicare fraud costs billions of dollars each year and weakens trust in the healthcare system. Seniors are among the most vulnerable because complex billing, unfamiliar medical terminology, and limited awareness make it difficult to recognize suspicious charges.
Project outcomes
Project outcomes
76% Increase
76% Increase
in correct identification of suspicious billing scenarios
in correct identification of suspicious billing scenarios
76% Increase
in correct identification of suspicious billing scenarios
85% Reduction
85% Reduction
in reporting time
in reporting time
85% Reduction
in reporting time
85% +
85% +
85% +
user satisfaction
up from 40%
user satisfaction
up from 40%
user satisfaction up from 40%
Our final design met the expectations of Deloitte and key stakeholders, and has advanced into ongoing discussions with healthcare programs.
Our final design met the expectations of Deloitte and key stakeholders, and has advanced into ongoing discussions with healthcare programs.
Our key Design decisions
Our key Design decisions
We prioritized the verification and reporting workflows because they directly addressed the most critical user challenge: helping seniors confidently identify and act on suspicious Medicare charges.
We prioritized the verification and reporting workflows because they directly addressed the most critical user challenge: helping seniors confidently identify and act on suspicious Medicare charges.
I focused on reducing cognitive and interaction friction at each step to make the workflows easier for senior users to complete. Here are the key design decisions that shaped the experience.
I focused on reducing cognitive and interaction friction at each step to make the workflows easier for senior users to complete. Here are the key design decisions that shaped the experience.
DECISION 01
One task at a time
One task at a time
One task per screen reduced cognitive load and made the reporting flow easier to follow.
One task per screen reduced cognitive load and made the reporting flow easier to follow.
DECISION 02
DECISION 02
Recognition over recall
Recognition over recall
Clear prompts and visual references helped seniors make decisions without relying on memory.
Clear prompts and visual references helped seniors make decisions without relying on memory.
DECISION 03
DECISION 03
Support when uncertainty arises
Support when uncertainty arises
Live support gave seniors help at the moment they felt unsure.
Live support gave seniors help at the moment they felt unsure.
DECISION 04
DECISION 04
Education beyond the transaction
Education beyond the transaction
Educational resources helped build healthcare knowledge and confidence over time.
Educational resources helped build healthcare knowledge and confidence over time.
how we got there
how we got there
We structured the research plan around the three layers: System, Users, and Action.
We structured the research plan around the three layers: System, Users, and Action.
We focused on these three because each revealed a different piece of the puzzle. The system showed us where the problem existed, users showed us who we were designing for, and actions revealed what was preventing them from taking action. Looking at all three helped us understand where we were and what to focus on next.
We focused on these three because each revealed a different piece of the puzzle. The system showed us where the problem existed, users showed us who we were designing for, and actions revealed what was preventing them from taking action. Looking at all three helped us understand where we were and what to focus on next.
SYSTEM
How does Medicare fraud currently occur, and what exists to address it?
Fraud patterns /
Existing solutions and gaps
Fraud patterns / Existing solutions and gaps
→
→
USERS
How do seniors currently understand and navigate Medicare?
Medicare literacy / Technology preference
/ Communication habits
Medicare literacy / Technology preference / Communication habits
→
→
ACTION
What motivates seniors to report suspicious billing activity?
Reporting motivations and barriers /
Trust in reporting channels
Reporting motivations and barriers / Trust in reporting channels
After talking with seniors, we decided to pivot who we were designing for.
This shift changed more than our target age group. It helped us focus the experience on people who were actively involved in their healthcare and could take action when something looked wrong.
This shift changed more than our target age group. It helped us focus the experience on people who were actively involved in their healthcare and could take action when something looked wrong.
INITIAL ASSUMPTION
Seniors age 80+ are most vulnerable and should be the primary user.
We assumed the most at-risk group needed the most intervention — those with the highest likelihood of being targeted by fraud.
Fraud patterns / Existing solutions and gaps
→
→
RESEARCH FINDINGS
Seniors age 65–75 and caregivers are the ones who can act.
Many 80+ seniors relied on caregivers and were less involved in day-to-day decisions. The real opportunity was with users who could notice, verify, and report fraud themselves.
Medicare literacy / Technology preference / Communication habits
SYNTHESIZING WHAT WE LEARNED
SYNTHESIZING WHAT WE LEARNED
Four key insights revealed 3 core needs that shaped our design direction.
Four key insights revealed 3 core needs that shaped our design direction.
INSIGHT
Seniors prefer direct, real-person communication.
Seniors prefer direct, real-person communication.
INSIGHT
Seniors are more comfortable with digital tools.
Seniors are more comfortable with digital tools.
INSIGHT
Seniors feel discouraged by the long process.
Seniors feel discouraged by the long process.
INSIGHT
Seniors have limited knowledge about Healthcare.
Seniors have limited knowledge about Healthcare.
NEED
Engaging in quick and accurate two-way communication with the Program to effectively obtain information and resolve issues.
Engaging in quick and accurate two-way communication with the Program to effectively obtain information and resolve issues.
NEED
Managing their health and healthcare with less burden and enjoy a comfortable life.
Managing their health and healthcare with less burden and enjoy a comfortable life.
NEED
Trustworthy and easy-to-understand guidance to review healthcare information and manage services.
Trustworthy and easy-to-understand guidance to review healthcare information and manage services.
Trustworthy and easy-to-understand guidance to review healthcare information and manage services.
Our Design direction
Our Design direction
To make Medicare fraud easier for seniors and caregivers to
To make Medicare fraud easier for seniors and caregivers to
To make Medicare fraud easier for seniors and caregivers to
understand, verify, and report with confidence.
understand, verify, and report with confidence.
understand, verify, and report with confidence.
designing a mobile-first solution
designing a mobile-first solution
Mobile supports multimodal input, helping reduce manual effort for seniors.
Mobile supports multimodal input, helping reduce manual effort for seniors.
To reduce cognitive load and support seniors throughout the journey, we chose a mobile-first solution for its voice, camera, and biometric capabilities. From there, we scoped the product around 4 core features. I led the design of the billing verification and guided reporting workflows, including live support.
To reduce cognitive load and support seniors throughout the journey, we chose a mobile-first solution for its voice, camera, and biometric capabilities. From there, we scoped the product around 4 core features. I led the design of the billing verification and guided reporting workflows, including live support.
To reduce cognitive load and support seniors throughout the journey, we chose a mobile-first solution for its voice, camera, and biometric capabilities. From there, we scoped the product around 4 core features. I led the design of the billing verification and guided reporting workflows, including live support.
To reduce cognitive load and support seniors throughout the journey, we chose a mobile-first solution for its voice, camera, and biometric capabilities. From there, we scoped the product around 4 core features. I led the design of the billing verification and guided reporting workflows, including live support.
Easy management and verification of billing info
Easy management and verification of billing info
Directed reporting process and live support
Directed reporting process and live support
Healthcare related educational resources
Healthcare related educational resources
Data security and account management
Data security and account management
Simplifying the workflow with one clear task per screen.
The existing reporting flow revealed two major drop-off points. We simplified the workflow and introduced biometric login, visual guidance, voice input, and live support to reduce friction at key moments.
The existing reporting flow revealed two major drop-off points. We simplified the workflow and introduced biometric login, visual guidance, voice input, and live support to reduce friction at key moments.
Through 4 rounds of user testing with 40+ seniors and caregivers, we refined four design principles: one clear task per screen, direct prompts, supportive language, and recognition over recall.
What users say
“I prefer buttons with text for clearer recognition, but the context in the questions section is hard to focus.”
How we iterate
Clear Guide Buttons Improve Recognition
What users say
“These options are a bit confusing to me. If I were seeking help, I would probably turn to an expert first.”
How we iterate
Simplify Functions & Use Precise Words
What users say
“I struggle to find what I’m looking for here due to the lack of descriptions in the sections, leaving me unsure where to click.”
How we iterate
Descriptions Lead To Easier Navigation
Senior-centered visual accessibility
Senior-centered accessibility
We build a design system for seniors and make accessibility as our foundation.
We built a design system for seniors, with accessibility as the foundation.
Reflection
Reflection
Good design lives in the balance.
This project gave me a chance to see product design from different perspectives. Through many conversations with clients, stakeholders, and my team, I became more aware of how important it is to understand business goals while advocating for users, and to find the right balance between the two. That mindset has stayed with me and continues to shape how I approach design today.
This project gave me a chance to see product design from different perspectives. Through many conversations with clients, stakeholders, and my team, I became more aware of how important it is to understand business goals while advocating for users, and to find the right balance between the two. That mindset has stayed with me and continues to shape how I approach design today.