research overview

01
Discover

This phase was dedicated to understanding the entire problem space. We started with understanding customers, their experiences and their painpoints. We did exercises to build empathy with the user. We also interviewed employers, brokers and medical service providers to understand the problem space better.

See full documentation →

Only FHL is not enough
Some FHL is better than none, but it’s one tool in a larger toolbox, not a silver bullet

Responsibility on the user
The health insurance space is not user-friendly, and FHL puts the brunt of the burden on the user

Negative cycle created
Lack of attention to insurance, combined with surprise bills and negative experiences, create a negative feedback loop that ultimately hurts the member-insurance relationship

Insurance shouldn’t be primary focus
People don’t want insurance to be their primary focus

02
Define

This phase included our various prototypes and storyboards as we attempted to validate the research we had collected and find what resonated most with insurees. As we narrowed down our focus toward a single problem to tackle, our project took some twists and turns. This started with the COVID-19 pandemic, which uncovered a major gap in the relationship between insurance and insurees: trust.

See full documentation →

It takes a negative experience to push people to pay attention
But this is also exactly what we’re trying to avoid. Are there alternative ways we can get to this state that saves the insurees the stress?
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People want insurance to be more active, but in a different way
38.2% of respondents to our COVID-19 survery said they wanted insurance to take a more active role. But majority of our users rejected our prototypes.
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People don’t want to go to their insurance... even in a pandemic
Only 2.4% of respondents to our COVID-19 survery consulted insurance for information, and 50% didn’t know which hospitals are in-network. At the height of a health crisis, people still did not choose to go to their insurance for information and help.
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Insurees lack trust in the system, and it takes a long time to build
The hesitancy that users showed towards our storyboards suggests that this isn’t something we can solve overnight. It’s going to take small steps, so where should we start?

03
Design

Coming Soon Summer 2020

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Cras dapibus. Vivamus elementum semper nisi. Aenean vulputate eleifend tellus. Aenean leo ligula, porttitor eu, consequat vitae, eleifend ac, enim.

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Cras dapibus. Vivamus elementum semper nisi. Aenean vulputate eleifend tellus. Aenean leo ligula, porttitor eu, consequat vitae, eleifend ac, enim. Aliquam lorem ante, dapibus in, viverra quis, feugiat a, tellus. Cras dapibus. Vivamus elementum semper nisi. Aenean vulputate eleifend tellus. Aenean leo ligula, porttitor eu, consequat vitae, eleifend ac, enim. Aliquam lorem ante, dapibus in, viverra quis, feugiat a, tellus.

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