HXR 2016: Improving Insurance Member Experiences -Dr. Vidya Raman-Tangella
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Transcript of HXR 2016: Improving Insurance Member Experiences -Dr. Vidya Raman-Tangella
HCD Studio • Innovation Center for Excellence
The Innovation CoE’s HCD Studio uses Human Centered Design
methods to rethink how we deliver products and services to market.
HCD Studio • Innovation Center for Excellence
We deeply understand people's articulated and unarticulated needs to inform the
creation of meaningful solutions.
We employ a rigorous approach to improve the quality, consistency and
reliability of innovation at UnitedHealthcare.
HCD Studio • Innovation Center for Excellence
For UnitedHealthcare, often that means focusing on complex, systemic kinds of
problems or serving hard to reach populations.
HCD Studio • Innovation Center for Excellence
We’ve been experimenting with how we can address social determinants
of health.
HCD Studio • Innovation Center for Excellence
50/50 Roles Social, economic and physical factors
are equally important as traditional clinical and health behaviors in determining health outcomes.
Lack of basic needs lead to poor health
HCD Studio • Innovation Center for Excellence
We’ve been digging deep into how to address the health impact of
social determinants.
But many individuals with the most need don’t ask for help.
Our friends are complex and vulnerable. We have to do outreach to people where they are
and who they are. Everyone can’t fit the rules…Nobody is going to push the system
for them because they’re homeless. They feel terrible about themselves and they’re not
going to tell a doctor they’re wrong.
Ingrid, social worker in Nashville
HCD Studio • Innovation Center for Excellence
Our research in Detroit, Phoenix and Nashville helped us understand how to
approach people who were not getting the holistic services they needed to get out of
the cycle of poverty.
Here is some of our learning.
HCD Studio • Innovation Center for Excellence
Piggyback on anchor servInnovation Center for Excellences
People come here for the meals but we also have a case worker they can meet with. Every
Wednesdays we take people to the dentist. People know it’s a regular thing.
— Brother Jerry from the Soup Kitchen
HCD Studio • Innovation Center for Excellence
Show we know their local area to gain trust
A lot of folks do provide help but they don’t want to advertise it. Churches will provide glasses. Equipment stores will donate or rent. If you don’t know the area, you have no way of knowing
about these hidden resources – how would you know that you can ask the Rotary Club to build ramps? —
Maribeth, Greater City Council on Aging
HCD Studio • Innovation Center for Excellence
Put them on equal ground
A man came in and asked what an apricot was. I was able to give him a taste and then he asked about
what he could and couldn’t eat with diabetes. It’s comfortable here and people ask other questions a lot, like “do you have free food?” I send them to
CDC to find out where they can go for food.
— Liz, Peaches and Greens
HCD Studio • Innovation Center for Excellence
Our approach is to create a system of pathways
Screening + referrals at multiple locations in places
people already go in their neighborhood (church,
homeless shelter, food pantry, day care center, soup kitchen, FQHC) to offer different paths into the servInnovation Center
for Excellence.
This approach can meet everyone in a community and
catch people who are otherwise left out.
Providing people a bridge to servInnovation Center for
Excellences in different locations in a community (e.g. pop-up
booth, mobile unit, embedded resource navigator)
Offering multiple servInnovation Center for Excellences across
different locations
HCD Studio • Innovation Center for Excellence
How can we support the integration of physical health and behavioral health so that we can treat the whole person?
HCD Studio • Innovation Center for Excellence
African American/Black women are dying at rates greater than any other
group of women in this country.
We designed a service that seeks to proactively impact AA/Black women’s
understanding of Pre-Diabetes and empower them to makes new choices.
HCD Studio • Innovation Center for Excellence
We learned that this culturally sensitive service design worked.