United Healthcare - Transforming Healthcare Insurance Processes

Users consistently reported that navigating the insurance platform was challenging. They struggled to find necessary information, such as coverage details and plan comparisons, due to a multi-layered and unintuitive site architecture. This complexity not only increased the time taken to perform tasks but also contributed to user fatigue, as they had to click through multiple pages unnecessarily.

Feedback revealed that users were often presented with an excessive amount of information at once. This overload included dense blocks of text and numerous insurance terms, which were not segmented or organized in a user-friendly manner. The lack of clear distinctions between essential and supplementary information made it difficult for users to focus on what was most relevant to their needs.

During usability testing, users frequently encountered problems with form filling. The forms often lacked contextual instructions or explanations for what information was required and why. Additionally, error messages were either too vague or non-existent, leaving users unsure of how to correct their mistakes, which increased their frustration and decreased the likelihood of completing the application process.

Many participants noted that the platform did not adapt to their personal circumstances. Users expected the system to remember their inputs and use these details to tailor the experience and recommendations. Instead, they were met with a one-size-fits-all approach that did not account for individual differences in needs and preferences, which made the process feel impersonal and less trustworthy.

New users especially highlighted the lack of effective onboarding. They reported that their first interactions with the platform were overwhelming and confusing, with no clear guidance on how to begin or what steps to follow. This absence of a structured onboarding process made initial interactions daunting and could deter first-time users from continuing with the platform.

Users unfamiliar with health insurance were intimidated by the complex terminology used throughout the platform. There was a clear need for definitions and simpler explanations integrated directly into the content, to help demystify the information and make the data more accessible to all users, regardless of their prior knowledge.

The platform’s search functionality was criticized for not being robust enough. Users reported that searches often did not yield relevant results, forcing them to manually navigate through the site to find the information they needed. This inefficiency was a significant barrier to user satisfaction and could lead to higher abandonment rates.

The absence of visual aids such as charts, infographics, and interactive tools (like cost calculators) was a significant gap. Users indicated that such features could greatly aid in understanding the differences between plans and making informed decisions. Without these tools, the process felt more difficult and less engaging.