Senior Product Designer
Sketch, Invision, OptimalSort, Jira, Google Drive
October 2017 - March 2019
While at Oscar, I collaborated with product managers, engineers, and business stakeholders to tackle complex challenges on Oscar’s internal tools. I built platforms from scratch for Utilization Management, Eligibility & Billing, Telemedicine, and Provider Services.
Date: March 2018
Role: Lead designer (ideation, research, wireframing, high fidelity design, prototyping, review, & feedback integration)
Duration: 6 weeks
I designed and built a tool for Oscar’s Utilization Management (UM) team, which includes processors, nurses, and physicians. Their job is to ensure our members are getting access to the right care. As a designer, I have no clinical training, which means I need to thoroughly get to know the people I am designing for in order to fully comprehend the depth of their responsibilities and challenges. I do this by spending time shadowing them, where I sit with them while they do their work to try to better understand how they do their job and what kinds of pain points they run into, asking questions along the way. I’ll also get coffee with them to better understand their day to day challenges and to get to know them on a personal level. As I do this I’m able to better understand their motivations and desires and how we might make their lives easier with new tools.
Once these relationships are established, it makes staying in sync throughout the project easier. Designers are usually in constant communication with their teams, especially product managers and tech leads, but we also set up weekly touch points with users and a bi-weekly touchpoint with stakeholders for the entire duration (and long after) the project. These tactical steps help keep us on track throughout the project, enabling us to have a steady stream of feedback while constantly moving forward with new iterations. As we got closer to a final solution, these various user testing forums became invaluable, especially when paired with prototyping tools like Invision. With these tools, we were able to get feedback quickly and easily even with our remote users in California and Texas without requiring any engineering time.
Because of the nature of the product, we had to release the entire Utilization Management tool at one time or risk our members feeling the pain of not being able to get access to care when they needed it. This posed a lot of risk, and while we did a lot of user testing throughout to try to validate our solutions as much as possible, we wanted to ensure that the tool was more buttoned up before doing a full launch. Given that, we launched a small “pilot” where 2 users did their work in the new tool for 2 months, reporting any bugs or pain points they came across back to us. This close collaboration ensured that we could stay flexible during this time to quickly address those issues to prepare for the full launch.
As a designer on internal tools, I love approaching new products like this because it means I get exposed to more teams and roles at Oscar. Internal tools are complex and require a lot of creative thinking to ensure that we’re designing efficient processes that help us meet our goals of processing claims quickly, providing quality care, ensuring accuracy of information, and more. As with all of Oscar, though, it’s important to stay focused on the people who make this company work.