Go365 is a Humana product that focuses on informing and rewarding its members on the importance of a healthy lifestyle. Members activate an account through their Humana insurance (especially Medicare and Medicaid recipients) and are presented with a number of activities ranging from preventive screenings to exercise tracking. When these activities are completed, the member gets rewarded with a monetary incentive to be spent at a storefront that can be redeemed for gift cards and discounts. In addition to this, the member can access a library of useful health and wellness content that is provided both in-house and through third-party vendors.
My involvement at Go365 has been focused on the Medicare experience. The main challenge across all projects in this program concerns the age of our members and the unfamiliarity with digital experiences by a large segment of our Medicare audience. This means that traditional shortcuts, icons, and engagement patterns that are familiar shorthand for younger audiences have to be eschewed in favor of clear patterns that teach the member their meaning.
Below are just two projects that showcase my design process for UX at Humana. While I've certainly worked on more for Go365, I'm limited to showcasing what someone can log in and see for themselves, as it appears on the live website.
A continuing challenge we were faced with at Go365 is the consolidation and segmentation of various offers and programs as our budget either swelled or contracted. Our audience often needs to be carefully reintroduced to certain patterns and concepts over their lifetime using our platform. For this project, I was tasked with consolidating four of our usual preventive care activities into a single bundle with one reward amount. When a member is tagged with “diabetic” by our back-end, they would be served with this activity when they access their preventive care page on our platform. This activity consists of a bundle of four sub-activities that they would need to complete to earn the full payout of the reward.
In essence, what I was trying to accomplish in this project was the merger of four of our detail pages into a single, unified experience. Here, I would need to strike a balance between providing all of the necessary information that the member needed without intimidating them with long blocks of text that scroll for ages. Furthermore, there needed to be a way for the member to track their progress through this bundle, and figure out their next steps in an easy to understand way.
I’m fortunate that my work in this project overlaps with the depth of my experience in video games. What we have here is essentially what we call in Role Playing Games a “Quest Log” or a “Journal”. A core feature of this element in games is that it gives you directions on how to complete a task or many tasks. It will track your progress in a visual way, and mark tasks off as completed when you’ve accomplished them. An important aspect of this experience is that you can pick a “quest” from a list of “quests” and open it, or expand on it to view more details. This would be how we could retain all of the information that we needed without it becoming intimidating to view it all at once.
It was important to me that the member could view at a glance how close they were to receiving the full reward from this bundle, and to celebrate with them once that bundle had been completed. A typical tracker on Go365 will often take the form of a circle chart (or a donut chart, per your parlance). I figured that we could adopt this pattern and segment the circle to drive home to the member that this activity can be completed in four parts. This tracker would be visible both in the hero section of the bundle detail page, but also in miniature on the tile they access in the Preventive Care landing page. This page acts as a sort of dashboard, so the member always has an idea how far along they are in their journey to receiving the maximum amount of value out of our program.
Below the hero section would sit the four sub-activities in this bundle. The member needs to complete an eye exam, a urine test, an HB1AC test, and a blood test in order to be rewarded. Stacked upon one another, this could be an overwhelming amount of information to scroll through, so I made the choice to turn each of these sub-activities into sections that can expand and collapse. By default, all of these sections are collapsed, with headings and icons that indicate their purpose. When completed, these sections drop to the bottom of the list, are highlighted as completed, and a date is added to commemorate their completion or jog the memory of someone returning after a lengthy absence.
When expanded, the section appears as one of our standard detail pages to reinforce that pattern, and familiarize the member with the standard process of activity completion. All of the information on how to complete this activity appears on the right, while useful contextual information appears in the left column. After the member has submitted for their completion, the “how to” section swaps out for a little congratulatory section to praise the member and give them any further resources or context they may need after this sub-activity is completed.
After all four sub-activities are complete, the page state changes one final time to provide the member with feedback on their completion. Below the expanding sub-activities section is a suggested content section, which can give the member further guidance related to their diabetic wellness, encouraging further exploration of Go365. There were plans to take this a step further and suggest personalized content for the member here, but those plans have yet to manifest.
The importance of keeping one’s mind sharp into old age cannot be understated. One of the offerings we tested at Go365 for some time was the inclusion of third-party games that members could play when they logged on. This would allow us not only to offer mental health advice and programs, but give Go365 a clear, actionable service in that department to our members. The successful trial-run for these games was run in an external experience to Go365, so initially, it was my aim to take this fairly bare-bones experience and integrate it with Go365’s internal experience. We would offer up the games, as well as supplemental informational content and resources for mental and emotional health.
The initial ask for this project was essentially a visual refresh of the content that existed on the external Medicare Community app, paired with the integration into our internal experience. The page before the redesign was fairly bare-bones, presenting the games with little flair or interest. Folding it into our internal site meant bringing this experience up to par with the fidelity and clarity with the rest of it.
The hero section would feature a rotating carousel of featured games or articles on what we’re calling “Brain Health” in order to avoid negative connotations with mental health. The original intent was that this section would contain content that was easily swappable through a maintenance request, so that fresh offerings could be served frequently.
An initial exploration took inspiration from a very successful video game service–Steam. By the time initial feedback came around, it became apparent that the amount of information needed to present the games was much smaller, and the available assets for each also had to be considered, so a much more scaled-back experience for that section of the page was considered instead.
After initial feedback, the Brain Games experience was expanded to include Daily Brain Health activities and Mental Health Resources. These were handled in their own page-level tabs, so that members who wanted the games would find them up front in the experience, but those who were looking for informational content, or the brain health assessment could easily access that content as well. This also allowed us to keep the carousel of important, featured information at the top of the experience throughout.
.jpg)
.jpg)
In addition to these pages, we also included a bright, contrasting button that held information on mental health and depression. It was important to make this easily accessible throughout the experience, so members looking for help can get it when they need it.
After another round of research and feedback, the decision was made to combine the Daily Activities section and the Mental Health Resources into a single tab, separate from Brain Games. This warranted an overhaul on how the daily activities would function. Since these were activities members could check off on a daily basis, in sequence with one another, I wanted the interaction to be elegant and engaging. I organized them horizontally, and featured one card at a time, with previews for the preceding and proceeding cards, and indications that there were more activities as you flipped through them, a little bit like a slide projector. You could dig-in to the featured card to get a modal that would give you information on the activity, how to complete it, and a button that confirmed your completion. For members who are less accustomed to this type of interaction, or want an overview, I also included an option to view the cards in a list-format.
I was also asked to provide an option that included a therapy finder option instead of the daily activities interaction. This is a simple step-through quiz, which finds nearby therapists for a member based on their criteria. Overall, I was happy with how this experience had evolved to this point, based on the changing needs of our organization.
-p-1600.jpg)
Unfortunately, after more changes from business, these pages had to contract significantly, and the internal integration was no longer an option. We only had the budget to essentially facelift what we started with–a list of games presented without much flair. Still, since these would now be included in the internal navigation as external links, I wanted to make sure they were still somewhat representative of the rest of the experience. I had to remove the carousel hero from the single remaining Brain Games page, and provide a header that would function as a signal that the member was no longer on the internal site.
Update: As of August 2024, it appears that the deeper Brain Health experience will indeed be going up. I will be sure to update this page with what I was able to work on before my time with Humana ends.
