Healthcare Insurance Communication

Client: Healthcare (NDA) | Role: UX Designer and Operations | Duration: Jan'24 to Oct'25

About the Client

A leading multinational American health insurance and health services company, with a mission to build a modern, high-performing health system and make health care work smarter for everyone. The key businesses are, Health Insurance Division which offers a wide range of Health Insurance Products for individuals and organizations and Health Services Division which provides health care technology, business solutions, and care delivery services.

My Role

UX Designer & Strategist for Healthcare Communication microproduct
Team recruitment & mentoring
Stakeholder collaboration and leadership presentations

Key Contributions

Feature Expansion

Enhanced voice call functionality by designing flows for add participant, consult, and merge call features, ensuring seamless user experience.

Agile UX Transformation

Partnered with product and engineering teams to shift from Lean UX to Agile UX, driving structured planning and improved delivery timelines.

Team Scaling

Led recruitment for the UX team — reviewed 20+ designer profiles, conducted interviews, and successfully onboarded 2 strong hires approved by leadership.

Playbooks & Alignment

Created UX playbooks to align product and engineering. Designed and presented executive-level decks to leadership, ensuring clarity and shared vision.

The Communication Hub Micro Product Module

The new communication features added to the communication module for improved experience. The below image shows the features and userflows added for me

The final UI

The screen recording of the UI is below. It contains sensitive data, hence removed from public view.

Recording 2025-10-08 215442.mp4

Impact

Delivered 4 end to end communication features within tight deadlines for business and development.
Using AI tools to speed up research.
Established a stronger UX process aligned with Agile delivery.
Scaled the design team to meet project scope, strengthening delivery capability.
Improved stakeholder confidence through structured playbooks and presentations.
Defined service blueprint for the communication tool.

Client Feedback

The case study will be presented during live interaction, as I require to maintain confidentiality of client and product.

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