Health Experience Design 2021

Physical, mental and emotional are the 3 pillars of total wellness. Often overlooked, includes prioritizing financial health. Financial uncertainty can be overwhelming and can show up physically affecting sleep patterns potentially causing more colds and minor illnesses, and can also exacerbate existing medical conditions. And yet less than 15% of employees take advantage of their employer offered FSA / HSA accounts. These accounts not only save you money, they can reduce the uncertainty around how you’re going to pay for a trip to the doctor or a medical emergency. Is it education or skepticism that is holding people back from taking advantage of this financial perk? 

At Aetna (a CVS Health Company) one of the financial service companies is PayFlex which offers a variety of financial solutions that help clients with health savings plans, commuter benefits, tuition assistance and more. PayFlex recognized the need to go further to educate their target markets while keeping the information simple and easy to understand. 

Most UX problems can be solved by asking “What is the problem we are trying to solve?” The design challenge of creating multiple educational experiences and yet sticking to classic UX principals and not skimping on the process (as tempting as it can be) proved to work. Six months after launching the new website user interest has increased in the double digits. 

This talk will walk users through what worked and some surprises along the way when it came to rethinking the PayFlex experience.