Healthcare Insurance: Communication
Healthcare Insurance: Communication
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Industry: Healthcare | Role: UX Design and Operations | Employer: Accenture | Duration: Jan'24 to Oct'25
About the Client
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 clients 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
My Role
UX Designer & Strategist for Healthcare Communication microproduct
Team recruitment & mentoring
Stakeholder collaboration and leadership presentations
Key Contributions
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 two 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 Brief:
The Brief:
To build the internal communication tool. They were spending $3million every year on a third party tool.
The Design Problem:
The Design Problem:
Fragmented communication tools and a lack of secure integration are actively hindering care coordination. The goal was to replace manual workflows with a seamless digital touchpoint to drive collaboration and clinical impact.
Understanding current workflow:
Understanding current workflow:
The below user flow diagram represents the before and after. That is my contribution to the team.
Note: The case study will be presented during live interaction, as I require to maintain confidentiality of the product.
The final UI
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.mp4Impact
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
Client Feedback
"Somasree is a proactive leader and strategic thinker on a path to drive large-scale programs. Her ability to connect user needs with measurable business impact is exceptional."
-Annie Atcha (Design Director)
"Somasree is a proactive leader and strategic thinker on a path to drive large-scale programs. Her ability to connect user needs with measurable business impact is exceptional."
-Annie Atcha (Design Director)
Case Studies
Case Studies
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