One system to bring order to health insurance ops
One system to bring order to health insurance ops
One system to bring order to health insurance ops
VizCare
VizCare
What's missing? One reliable place to work
What's missing? One reliable place to work
Health insurance workflows were spread across separate tools. Agents were wasting time switching between them and fixing errors. I built Vizcare with a team to connect everything in one place, allowing operations teams to focus on supporting people, not troubleshooting systems.
Health insurance workflows were spread across separate tools. Agents were wasting time switching between them and fixing errors. I built Vizcare with a team to connect everything in one place, allowing operations teams to focus on supporting people, not troubleshooting systems.
Timeline
2023 June - December (6 months)
The Team
Me (Lead Product Designer)
Sanaa Ayesha(Junior Product Designer)
Nishant Shrivastava (Project Manager)
Sana Ru (Lead Frontend Developer)
Shardha Sapra (Senior Frontend Developer)
BACKGROUND
BACKGROUND
US health insurance operations rely on disconnected, aging systems
US health insurance operations rely on disconnected, aging systems
Most health insurance workflows run on tools built at different times by different teams.
They're rarely designed to talk to each other, slowing tasks, spreading errors, and making routine work harder than it should be.
Most health insurance workflows run on tools built at different times by different teams.
They're rarely designed to talk to each other, slowing tasks, spreading errors, and making routine work harder than it should be.
Split Systems
Split Systems
Benefits, commissions, and claims each lived in own their tools, making it hard to even start a task without switching between them
Benefits, commissions, and claims each lived in own their tools, making it hard to even start a task without switching between them
Manual Process
Manual Process
Even simple status checks meant bouncing between systems. There was no seamless path; copy, paste, and recheck
Even simple status checks meant bouncing between systems. There was no seamless path; copy, paste, and recheck
No Unified View
No Unified View
Agents had no single place to view synced data, coverage info, and claim status, which often led to critical details slipping through the cracks
Agents had no single place to view synced data, coverage info, and claim status, which often led to critical details slipping through the cracks
CHALLENGES
CHALLENGES
What slowed agents down wasn't complexity. It was a disconnection
What slowed agents down wasn't complexity. It was a disconnection
Each workflow, like member data, commissions, claims, and sync, ran on a separate system. Because nothing was connected, even basic tasks required switching tabs, double-checking info, and fixing avoidable errors.
Each workflow, like member data, commissions, claims, and sync, ran on a separate system. Because nothing was connected, even basic tasks required switching tabs, double-checking info, and fixing avoidable errors.
GOALS
GOALS
Internal tools didn't connect, so we set out to make key operations easier to follow, edit, and rely on
Internal tools didn't connect, so we set out to make key operations easier to follow, edit, and rely on
01_ See Status at Glance
Let the ops teams instantly spot what's changed and what's pending, no more tool-hopping to check status
Let the ops teams instantly spot what's changed and what's pending, no more tool-hopping to check status
02_ Edit without Losing Context
Allow updates by viewing the proper case for users not to lose track of switching screens
Allow updates by viewing the proper case for users not to lose track of switching screens
03_ Share One Source
Give the teams one up-to-date view to work from, avoiding outdated info and scattered versions
Give the teams one up-to-date view to work from, avoiding outdated info and scattered versions
SYSTEM SNAPSHOT
SYSTEM SNAPSHOT
Tracing where user-facing errors began across disconnected tools
Tracing where user-facing errors began across disconnected tools
Membership Portal
Membership Portal
Onboarding
Onboarding
Onboarding
Member status shows as "Active"
No visible issues from the user's view
No visible issues from the user's view
Sync Interfaces
Sync Interfaces
Data Infrastructure
Data Infrastructure
Data Infrastructure
Data still processing or paused
Member info is stuck and not syncing forward
Member info is stuck and not syncing forward
Claim Processor
Claim Processor
Claim Ops
Claim Ops
Claim Ops
Status: "Not syncing", No clear reason given
Member data not received
Member data not received
Call Center
Call Center
Support
Support
Support
Showing "Incomplete or missing"
Agent can't find the member during calls or chats
Agent can't find the member during calls or chats
USER RESEARCH
USER RESEARCH
Understanding team-specific blind spots through interviews and tool audits
Understanding team-specific blind spots through interviews and tool audits
Each team touched the data at different points with different goals. Mapping the full picture, talking to them in their context with 10 team member interviews (2-3 per role), tracking 3 recurring sync issues traced across 6 recorded support calls, and reviewing the internal tool usage log with the product, business, and engineering teams.
Each team touched the data at different points with different goals. Mapping the full picture, talking to them in their context with 10 team member interviews (2-3 per role), tracking 3 recurring sync issues traced across 6 recorded support calls, and reviewing the internal tool usage log with the product, business, and engineering teams.
User Type 1: Membership Ops
User Type 1: Membership Ops
Confirm enrollment status
Confirm enrollment status
They see no visibility into whether data is synced with claims.
They see no visibility into whether data is synced with claims.
"It shows active on my screen. Why wouldn't it go through?"
"It shows active on my screen. Why wouldn't it go through?"
User Type 2: Claim Analysts
User Type 2: Claim Analysts
Track and resolve batch errors
Track and resolve batch errors
There is often missing or incomplete membership info when processing claims, causing delays.
There is often missing or incomplete membership info when processing claims, causing delays.
"I never know who to ask when info is missing or changing."
"I never know who to ask when info is missing or changing."
User Type 3: Call Center Agents
User Type 3: Call Center Agents
Answer live calls and chats from clinics and patients
Answer live calls and chats from clinics and patients
They couldn't locate the member or explain the missing data, when prompt assistance is important.
They couldn't locate the member or explain the missing data, when prompt assistance is important.
"I just tell them I'll escalate. There's nothing else I can do."
"I just tell them I'll escalate. There's nothing else I can do."
INTERVIEW SYNTHESIS & FEATURE PRIORITIZATION
INTERVIEW SYNTHESIS & FEATURE PRIORITIZATION
Each feature stems from specific behavior patterns observed across teams
Each feature stems from specific behavior patterns observed across teams
Cross-team interviews and usage logs surfaced key gaps between. Each row maps a pattern of a focused solution.
Cross-team interviews and usage logs surfaced key gaps between. Each row maps a pattern of a focused solution.
Key Insights
Hidden Breaks
Hidden Breaks
Teams acted on outdated or partial info without realizing anything was wrong
Teams acted on outdated or partial info without realizing anything was wrong
Feature Solutions
Policy Trace View
Policy Trace View
Help teams pinpoint sync failures across tools and resolve them without chasing data across different screens
Help teams pinpoint sync failures across tools and resolve them without chasing data across different screens
Fragmented Views
Fragmented Views
The whole team had no visibility across membership, claims, and support; misalignment was inevitable
The whole team had no visibility across membership, claims, and support; misalignment was inevitable
Unified Edit Layer
Unified Edit Layer
Centralized place to view and update sync logic, keeping teams aligned and reducing miscommunication
Centralized place to view and update sync logic, keeping teams aligned and reducing miscommunication
Late Fixes, High Cost
Late Fixes, High Cost
By the time issues were caught, they had already disrupted calls or payments
By the time issues were caught, they had already disrupted calls or payments
Call-Ready View
Call-Ready View
Gives agents a clear summary of sync status, delays, and flags to help agents
Gives agents a clear summary of sync status, delays, and flags to help agents
INFORMATION ARCHITECTURE
INFORMATION ARCHITECTURE
Mapping the system backbone for a shared vision
Mapping the system backbone for a shared vision
Before diving into design, I worked closely with business analysts, engineers, and product managers to define how each platform serves distinct user groups and operations. By aligning platform responsibilities and cross-functional logic early on, we ensured consistency and avoided fragmented workflows that often emerge from tool-by-tool thinking.
Before diving into design, I worked closely with business analysts, engineers, and product managers to define how each platform serves distinct user groups and operations. By aligning platform responsibilities and cross-functional logic early on, we ensured consistency and avoided fragmented workflows that often emerge from tool-by-tool thinking.
SOLUTIONS
SOLUTIONS
I turned data gaps into targeted screens by systematically structuring UI decisions
I turned data gaps into targeted screens by systematically structuring UI decisions
Glanceable Payout & Coverage Overview
Glanceable Payout & Coverage Overview
Combined view of plan, benefits, and payout info reduces tab-switching and external lookups and helps agents quickly verify benefits and payment rules in one place.
Combined view of plan, benefits, and payout info reduces tab-switching and external lookups and helps agents quickly verify benefits and payment rules in one place.
Membership View
Membership View
For Member X / Broker X (Xperience)
Logic by Empower
For Member X / Broker X (Xperience)
Logic by Empower
Tab-Based Program Layout
Tab-Based Program Layout
One tab per benefit type improves scan speed and avoids clutter
One tab per benefit type improves scan speed and avoids clutter
Plan-Linked Overview
Plan-Linked Overview
The overview shows who's covered under which plan, avoiding confusion during support calls
The overview shows who's covered under which plan, avoiding confusion during support calls
Per-Member Status and Coverage
Per-Member Status and Coverage
"Active" or "Terminated" badges + effective/termination dates help validate coverage at a glance
"Active" or "Terminated" badges + effective/termination dates help validate coverage at a glance
Payout & Benefit Logic
Payout & Benefit Logic
Clear breakdown of limits, reductions, and waiver logic on the same page
Clear breakdown of limits, reductions, and waiver logic on the same page
Expandable Detail Views
Expandable Detail Views
"View More" lets users go deeper without overwhelming the default screen
"View More" lets users go deeper without overwhelming the default screen
Commission View
Commission View
For Empower agents,
Track payouts & rules
For Empower agents,
Track payouts & rules
Download/Filter/Search Tools
Download/Filter/Search Tools
Instantly pull reports, export documents, or narrow by period or agent
Instantly pull reports, export documents, or narrow by period or agent
Sticky Column Headers
Sticky Column Headers
Keeps context visible when scrolling a long list
Keeps context visible when scrolling a long list
Collapsible Rows
Collapsible Rows
Each agent's rows expand to show per-group breakdowns
Each agent's rows expand to show per-group breakdowns
Payment Status Badge
Payment Status Badge
Color-coded badges allow a fast visual scan of the payment stage
Color-coded badges allow a fast visual scan of the payment stage
Quick Exports & Audit Tools
Quick Exports & Audit Tools
Fast access to statements and payout breakdowns for audits
Fast access to statements and payout breakdowns for audits
Centralized Sync Errors
Centralized Sync Errors
I replaced three separate sync views with a dashboard that connects volume summaries with file-level and process-layer errors. This decision enables agents to trace issues more quickly.
I replaced three separate sync views with a dashboard that connects volume summaries with file-level and process-layer errors. This decision enables agents to trace issues more quickly.
Sync & Error Dashboard
Sync & Error Dashboard
From volume overview to individual record trace, all sync layers are available in one view
From volume overview to individual record trace, all sync layers are available in one view
Record-level errors from transactions now sync with the volume-based overview in sync
Record-level errors from transactions now sync with the volume-based overview in sync
Error Tracing Card Details
Error Tracing Card Details
Source &Target Mapping
Source &Target Mapping
Status Labels & Sync Volume Summary
Status Labels & Sync Volume Summary
Transactions Overview
Transactions Overview
For Empower agents (Connect),
Error summary by sync source
For Empower agents (Connect),
Error summary by sync source
Status Column Tags
Status Column Tags
Instantly spot record sync status
Instantly spot record sync status
Error Category Filters
Error Category Filters
Narrow by error type (e.g. missing member ID, unmatched record)
Narrow by error type (e.g. missing member ID, unmatched record)
Error Summary Panel
Error Summary Panel
Quickly scan file-wide error volume before expanding
Quickly scan file-wide error volume before expanding
Search & Filter Tools
Search & Filter Tools
Surface key records by file name, date, or column keyword
Surface key records by file name, date, or column keyword
Horizontal-Scroll Record Table
Horizontal-Scroll Record Table
See expandable sync status by record for in-depth trace
See expandable sync status by record for in-depth trace
Sync Dashboard Summary
Sync Dashboard Summary
For Empower agents (Connect),
Volume-level sync breakdowns by mapping
For Empower agents (Connect),
Volume-level sync breakdowns by mapping
Source/Target Mapping Grid
Source/Target Mapping Grid
Grid layout mirrors real data flow to reduce mental switching between logic and UI
Grid layout mirrors real data flow to reduce mental switching between logic and UI
Persistent Totals Panel
Persistent Totals Panel
Total always stays visible, making it easy to spot global issues across clients
Total always stays visible, making it easy to spot global issues across clients
Status Breakdown Cards
Status Breakdown Cards
Grouped sync volumes by outcome; Successful, Error, Review, Processing
Grouped sync volumes by outcome; Successful, Error, Review, Processing
Hover-Expandable Details
Hover-Expandable Details
Agent can explore volume breakdowns inline to check why a sync failed
Agent can explore volume breakdowns inline to check why a sync failed
Consistent Volume Labels
Consistent Volume Labels
Same labels across tools help agents interpret sync volume instantly
Same labels across tools help agents interpret sync volume instantly
Routing Flow View
Routing Flow View
For Empower agents (Connect),
End-to-end view of sync routing
For Empower agents (Connect),
End-to-end view of sync routing
Source-Level Sync Status
Source-Level Sync Status
Shows success/error/review by exchange (e.g. California, New York)
Shows success/error/review by exchange (e.g. California, New York)
Node-level Volumes
Node-level Volumes
Each step (e.g. Payment Gateway, Effectuation) displays volume sync state for root cause triage
Each step (e.g. Payment Gateway, Effectuation) displays volume sync state for root cause triage
Process Path Visualization
Process Path Visualization
Agents can see exactly how files flow (e.g. "Binder Payment Requirement" vs. "Add Member" to confirm if logic matches file behavior
Agents can see exactly how files flow (e.g. "Binder Payment Requirement" vs. "Add Member" to confirm if logic matches file behavior
Directional Logic Map
Directional Logic Map
Flow arrows show how sync logic branches by case type, making the exception obvious
Flow arrows show how sync logic branches by case type, making exception obvious
Context-Rich Contact Center
Context-Rich Contact Center
New contact center unified context, such as member info, contact history, and AI replies, into one screen to reduce delays and improve call handling.
New contact center unified context, such as member info, contact history, and AI replies, into one screen to reduce delays and improve call handling.
Contact Center
Contact Center
For Contact center agents (Empower)
Combined view of member, notes, and live actions
For Contact center agents (Empower)
Combined view of member, notes, and live actions
Auto-generated Response
Auto-generated Response
Insert pre-vetted replies based on context or agent input for faster handling
Insert pre-vetted replies based on context or agent input for faster handling
Inline Search with Filters
Inline Search with Filters
Find specific message history using filters like topic, agent, or date quickly
Find specific message history using filters like topic, agent, or date quickly
Call Journey Tracker
Call Journey Tracker
Visual tracker shows claims and benefit topics mentioned in the call
Visual tracker shows claims and benefit topics mentioned in the call
Message Actions (Copy/Suggest Edit)
Message Actions (Copy/Suggest Edit)
Quickly copy responses or insert a suggestion with one click with AI
Quickly copy responses or insert a suggestion with one click with AI
Member Info Panel
Member Info Panel
Show plan, coverage, and recent activity to reduce toggling
Show plan, coverage, and recent activity to reduce toggling
Action Bar (e.g. Submit Claim, Add Life Event)
Action Bar (e.g. Submit Claim, Add Life Event)
Trigger next-step actions directly from the call view without back-and-forth
Trigger next-step actions directly from the call view without back-and-forth
Contextual AI Tool for Agents
Contextual AI Tool for Agents
Agents can now:
-"Reply with AI" button opens contextual suggestion during call
-Edit tone or wording instantly with an AI-assisted tool
-Avoid switching apps, write and review all on one screen
Agents can now:
-"Reply with AI" button opens contextual suggestion during call
-Edit tone or wording instantly with an AI-assisted tool
-Avoid switching apps, write and review all on one screen
Duplicated Question Detection
Duplicated Question Detection
It detects repeated questions during the call and instantly surfaces past answers, helping reduce backtracking and resolve calls faster
It detects repeated questions during the call and instantly surfaces past answers, helping reduce backtracking and resolve calls faster
Step-Based Enrollment Flow
Step-Based Enrollment Flow
Users often struggled with data-heavy forms that made it unclear which fields were required or what came next. This flow separates decisions like life events, coverages, plans, and dependents into distinct stages to guide users without blockers.
*Note: This screen was introduced later in the project to support employee-initiated enrollment.
Users often struggled with data-heavy forms that made it unclear which fields were required or what came next. This flow separates decisions like life events, coverages, plans, and dependents into distinct stages to guide users without blockers.
*Note: This screen was introduced later in the project to support employee-initiated enrollment.
Life Event Intake
Life Event Intake
For Employer X (Xperience),
Logic by Empower
For Employer X (Xperience),
Logic by Empower
Step 1 starts by capturing intent, prompting users for the life event reason, dates, and required documents to proceed, while signaling what's next.
Step 1 starts by capturing intent, prompting users for the life event reason, dates, and required documents to proceed, while signaling what's next.
OUTCOME
OUTCOME
Real Gains and Minor Blind Spots
Real Gains and Minor Blind Spots
I ran an unmoderated usability test with 10 internal users from the research process, using anonymized patient data and real logic from existing policy files. Most users navigated key workflows like Commission and Sync smoothly without extra guidance.
I ran an unmoderated usability test with 10 internal users from the research process, using anonymized patient data and real logic from existing policy files. Most users navigated key workflows like Commission and Sync smoothly without extra guidance.
62%
62%
Faster error resolution
48%
48%
Lesser data re-entry
1.3X
1.3X
AI-assist used more frequently post-launch
4.6 ★
4.6 ★
Avg clarity rate
However, two minor blind spots surfaced:
-A few users hesitate at entry, unsure where to begin
-The AI assistant handled 1:1 flows well, but felt too generic for edge cases
However, two minor blind spots surfaced:
-A few users hesitate at entry, unsure where to begin
-The AI assistant handled 1:1 flows well, but felt too generic for edge cases
NEXT STEPS
NEXT STEPS
While internal users navigated the tool with ease, a few friction points remain. Next, we plan to:
While internal users navigated the tool with ease, a few friction points remain. Next, we plan to:
Onboarding Direction
Onboarding Direction
Help users begin with clear first steps
Help users begin with clear first steps
Smarter AI Responses
Smarter AI Responses
Train AI with real cases to better handle edge scenarios
Train AI with real cases to better handle edge scenarios
External Pilot Test
External Pilot Test
Test usability with external users
Test usability with external users
Explore Other Projects
Explore Other Projects
Knowt
Mobile learning app that builds study habits with a friendly, data-informed streak system
Learn more
Upland advocate portal
Enterprise B2B portal for faster, more accurate eligible assistance policy matching for healthcare adovcates
Learn more
