Enterprise Healthcare UX Research | UHC M&R | MTAG
Member Touchpoint Optimization Application
Reducing communication overload across 175M annual healthcare member touchpoints through research-driven product design.
175M
Annual Touchpoints
$22.6M
Revenue Protected
+500%
Productivity Increase
71.8
SUS Score
Good Usability
Project Overview
UHC Medicare & Retirement (M&R) members received an overwhelming volume of outbound communications, creating member abrasion, reduced engagement, and business risk. The Member Touchpoint Advocacy & Governance (MTAG) team needed a way to visualize, investigate, and reduce communication overload across campaigns, channels, vendors, and member groups.
Role: Lead UX Researcher
Methods: User Interviews, Observation, Usability Testing, SUS Survey
Stakeholders: Member Touchpoint Advocacy & Governance (MTAG), Product, Engineering, Senior Leadership
Product: Member Touchpoint Optimization Application
Impact Area: Retention, SUS Score, Campaign Performance, Operational Efficiency
My Contributions
My Responsibilities
Led mixed-method UX research
Conducted user interviews and observation
Planned and executed usability testing and SUS survey
Synthesized qualitative and quantitative findings
Created journey maps and stakeholder storyboards
Presented recommendations to product and leadership teams
Influenced product strategy and design decisions
Why This Problem Mattered
175M
member touchpoints in 2022
Without a centralized way to understand touchpoint volume and campaign overlap, teams struggled to identify which communications contributed to member overload. This created risks for retention, campaign performance, inbound call volume, and overall member experience.
Fragmented touchpoint data
Limited visibility into campaign overlap
Manual investigation slowed decision-making
Research Approach with AI-Enhanced Activities
User Interviews
Employed an internal AI bot to gather business background information for an interview research plan. Conducted interviews to examine user workflows and pain points.
Observation
Observed MTAG team operations to understand real workflow constraints and recurring behaviors.
Usability Testing
Evaluated the MVP experience and identified friction points in key tasks. Used Miro AI to analyze qualitative data and generate themes.
SUS Survey
Collected quantitative usability feedback to support design validation.
What We Learned
Users lacked a single source of truth for member touchpoint data.
Communication overload was difficult to detect before campaign launch.
Manual investigation significantly slowed decision-making.
Teams needed member-level context to assess touchpoint relevance.
"I know the data is available. I just need a quicker turnaround to get the data I need." - Hunter B., Data Analyst
Understanding the MTAG Workflow
A journey map created from user interviews to uncover operational bottlenecks, data challenges, and decision-making pain points.
Pain Point
Users struggled with fragmented data, limited visibility, and lengthy manual investigations.
Opportunity
Provide a centralized view of member touchpoints and streamline data discovery.
Business Risk
Operational delays and incomplete visibility increased the risk of communication overload and ineffective campaigns.
Visualizing the Human Impact
Interview results were translated into a storyboard that was presented to senior leadership, including the Dev team, designers, VP, and the Director, helping teams align on both user pain points and business priorities.
Designing the Member Touchpoint Optimization Platform
Working closely with product managers, engineers, and senior designers, I translated research insights into actionable design recommendations that informed the development of the Member Touchpoint Optimization platform.
Member Filters
Help users narrow the analysis by member characteristics and population segments.
Campaign Filters
Allow teams to isolate campaigns, vendors, channels, and program categories.
Touchpoint Visualization
Surface communication volume patterns across time and member groups.
Risk Identification
Help teams identify bombardment risks before they affect member experience.
Testing and Iteration
MVP Usability Testing
Evaluated whether users could complete core analysis tasks.
Research Findings
Identified friction points, unclear labels, and workflow gaps.
Design Recommendations
Shared actionable recommendations with design and engineering teams to improve product usability.
SUS Survey
Quantitative usability feedback used to validate experience quality.
Research Validation
Quantitative Results
71.8
Grade B
Good Usability Rating
50th–85th Percentile Ranking
0–100 SUS Scale
Qualitative Feedback
User Friendly
Empowering
Sufficient
Game-Changing Tool
User interviews and usability testing indicated that the platform helped users feel more confident and efficient when analyzing member touchpoint data.
Outcomes & Business Impact
$22.6M
Revenue Loss Avoidance
↓ Calls
Reduced Inbound Call Volume
25%
Time Efficiency
+500%
Productivity
✓
Protected Critical Campaigns
71.8
SUS Score
Reflection
What Worked
Mixed-method research, strong stakeholder engagement, and close agile collaboration helped connect user pain points to product priorities.
What I Learned
Enterprise UX research requires balancing user needs, operational constraints, technical feasibility, and measurable business outcomes.
What I Would Improve
I would integrate behavioral analytics earlier and track longitudinal adoption data after launch.