system interaction from
the outside in.
As Molina Healthcare entered the Affordable Care Act Marketplace, it became clear that an increasing percentage of their customer base had communication habits that were mobile-first or mobile-only. They needed to upgrade their desktop-only digital presence and create a way for patients and their providers to connect on the go.
Examining user interactions from the ground up revealed most members need only a small subset of information a features most of the time.
Create an app that allows health system members to engage most easily with their most needed features: accessing records, communicating with their care team, managing appointments and prescriptions, and flashing their member ID card. Then get the message out and show them how everything works.