Client Compass Group | Company Deloitte Digital and Apple | Lead Proposition Designer Emma Mirabelle
Teachers Health Fund is offers Private Health insurance to teachers and education personal in the community. After strategic research, Deloitte uncovered that a new digital solution could improve the experience of members when they prepare for treatment.
Project purpose
The purpose of this engagement was three fold:
To test, iterate and prioritise concepts in order to understand the most appealing option to take to market
To better understand and define the end-to-end experience for the Preparing for Treatment journey
Re-engage members and influence key behaviours to improve retention
The problems identified
There are many inefficiencies in the broader health ecosystem that could be improved through supportive digital experiences
There were limitations of the existing tech platform (APIs, Data, CRM)
Government regulation on PHI was causing implications to member e.g. The Insurer must legally act as a Payer not clinical adviser
Members don't fully understand private health insurance including: Costs of treatment, what they care covered for, who to trust e.g. THF or doctor, their alternative options, the overall process and more. This causes frustration, disillusionment and lack of empowerment
Concept design
We carried out a human centred design approach to test, iterate and prioritise concepts and features.
These concepts included:
Treatment Cost Calculator - This calculator would help members understand the cost of treatment before they undertake it. We found that often people did not know their out of pocket costs upfront due to confusion on what they owe vs what Medicare and their Private Health Insurer would pay. It also helped them with the right questions to ask their surgeons in order to find this information out.
Am I covered? - This tool would enable members to understand what they were covered for through a quick search in the app. We found that often members would pay for Private Health Insurance without a clear view of what they were covered for in their policy.
Treatment planner - This planner would enable members to keep track of their planned treatments, doctor visits, and medication. It would send you nudges in the form of notifications to remind you of upcoming appointments.
This phase then led to the delivery phase during which a number of these concepts were refined during build.
