Dual Eligibility

My Role: UX Researcher | February 2023

Overview

The product team wanted to know if their solution for individuals that had two health care plans was clear after logging into OptumRx. The team had a short deadline and needed feedback quickly, with this a unmoderated study was completed.

Terms to know

• Dual eligibility = a person that has two health care plans they can use

• OptumRx = a full-service prescription drug benefit provider and a mail service pharmacy through home delivery.

• (n=#) = number of participants of the full user group that represent the finding

Things to keep in mind

• No client data is being shown in any of the images below.

• All design have been developed and are now available to be viewed by the public .

• The target audience for this presentation was a project team which consisted of a UX designer,  UI designer, UX manager, copywriter, director of product management, two product managers, and two developers.

Research Goals

• Understand if the data shown (carrier type, account name, plan type) on the plan tile is the most important data to show and which of two option, A or B, they prefer ​

• Discover if the interaction of clicking on one plan causes any confusions ​

• Look into if participants understand that clicking one plan will only show that plan’s information ​

• Uncover if participants know how to switch plans (by logging out and back in)​

Methodology & Participants

• Timeline: January 2024 – February 2024​

• Methodology: Unmoderated usability test, ‘Think Aloud’ test 2 tasks over 2 different screens ​

• Platform: MUIQ – Testing Figma desktop prototype ​

• Participants: n=25, all have two health insurance plans, can identify their pharmacy benefit manager (PBM), have at least 1 prescription medication, and manage their own healthcare​

• Limitations: method resulted in questions skipped or unanswered due to participants not reading question prompts during recording ​

Research Tasks

Task 1: Choosing One Health Insurance Plan​

• Task Goal​: Able to locate city and state with zip code​

• Total # of Participants​: N=25​

• Task Success Rate​: 92% (23 pass, 2 fail)​

Task 2: SWITCHING PLANS

• Task Goal: Choose URMBT Chrysler on the post-log-in screen, say they would log out and back in to see their other plan​

• Total # of Participants​: N=25​

• 2A. 96% (24 pass, 1 fail)​

• 2B. 80% (20 pass, 5 fail)

Top Themes

• Member ID followed by group number was seen as the most important information when it comes to their health insurance ​

• Overall participants understood the copy was informing them that they needed to select only one plan in order to continue and see information related to that plan on the next screen​

•  Majority of participants expect to see only the information of the health plan they chose (not both of their plans)​

•  Understood by most participants they would need to log out and back in, to choose a different health plan​

•  Participants wanted to see bold, large language directing them to choose one plan on the post log-in screen​

Background

• 52% (n=13) use both of their health insurance plans when ordering, refilling or managing their prescription medication​

• When setting up care at a new doctor or pharmacy the following information is typically asked of participants:​

  • Group Number​ 

  • Plan Number​ 

  • Member ID/ Account ID​

  • Carrier Name 

  • Plan Type​

  • Pharmacy Information​

• Member ID was chosen as the most important information to know followed by Group Number​​

Task 1: Choosing One Health Insurance Plan

Task 1 wording: Imagine you have TWO health insurance plans, and you would like to refill one of your medications using your pharmacy benefit manager, OptumRx. You decide to log in to your OptumRx account and you see this page (click start task).

Findings​

• Overall participants understood they had two plans, and that the page was asking them to choose one plan​

• Understood where to click on the screen to access their plan

• Inclined to choose the insurance they use most often or their ‘main’ plan​

• 28% (n=7) pointed out the log in and out to switch plans​

• Would log out and back in to see what plan had the cheapest prices for prescriptions​

• After clicking participants expected to see a dashboard with information about their health plan ​

• When asked what would improve the designs, 36% (n=9) wanted to see the line “please select which…” to be bold and larger than the current header​

​Recommendation for Page​

• Improve clarity in the design by simplifying the language used on the post log-in screen ​​

Data Collected​

• Task 1: N=25, 92% Success Rate (23 pass, 2 fail*)​

*n=1 confused what the page was asking, n=1 confused by the task wording

Task 2: Switching Plans

Task 2a wording: Looking at the same page, you decide to choose your employer's plan, UAW Retirees Healthcare plan. How would you choose the UAW Retirees Healthcare plan? Please click on the screen. Task 2b wording: If you wanted to switch to your other medical plan (URMBT - Chrysler AL), what would you do? 

Findings​

• Almost every participant was able to locate and click on UAW Retirees healthcare plan​

• 80% (n=20) remembered they needed to log out and back in to switch healthcare plans those that didn’t remember:​

  • n=3 expected to use the back button in the browser window​

  • n=1 expected to be able to switch to their other plan on the dashboard ​

  • n=1 click on the home (Optum Rx logo)​

Recommendation for Page​

• No changes

Data Collected​

• Task 2a: N=25, 96% Success Rate (24 pass, 1 fail*)​

• Task 2b: N=25, 80% Success Rate (20 pass, 5 fail)

*n=1 confused by the task wording ​

Post-Test Questions

• 80% (n=20) expected to see ONLY information for the health plan they selected​

• 80% (n=20) expect to have to choose a plan every time they log into Optum Rx with many reporting depending on what they were doing on the website they would know what plan to choose ​

• No clear preference on the two options (A or B) of information presented in the health insurance tiles​

• 80% (n=20) expected to see ONLY information for the health plan they selected​

• 80% (n=20) expect to have to choose a plan every time they log into Optum Rx with many reporting depending on what they were doing on the website they would know what plan to choose ​

• No clear preference on the two options (A or B) of information presented in the health insurance tiles​

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