Client: UnitedHealthcare | Status: A/B Test (August 2025)
Problem: Consumers spend 3-10 minutes manually entering lengthy drug names in UnitedHealthcare’s Drug Cost Estimator (DCE) tool, resulting in errors and frustration.
Goal: Enable consumers to enter their prescription drug information into the DCE drawer more quickly and easily.
Solution: With AI assistance, introduce prescription image capture to streamline drug detail entry, offering consumers a fast and more intuitive way to populate the DCE drawer.
Role and team: Led early UX ideation and concept development with product and engineering teams, assessing feasibility.
Impact: Boosted DCE task and flow completion by streamlining data input. Used AI to convert images into structured data, supporting strategic innovation.
Results:*
Improve DCE task completion
Improve DCE flow completion
Deliver strategic innovations
Benchmarking: product/barcode scanner apps
Early concepts
Happy path user journey
Collaborated with product analysts to define goals, map the user journey, and explore relevant apps (Bobby Approved, Yuka, Think Dirty) for input capture patterns.
Flow: Search or snap a photo → confirm image → drug info auto-fills (e.g., Sertraline HCL).
Key Challenges:
Handling blurry images, duplicates, and hard-to-read labels
Ensuring user control — all entries require confirmation before saving
Screens:
1. Search or scan a drug, 2a. Photo capture, 2b. Confirmation, 3. auto-filled form, 4. saved drug list.
Run feasibility checks on OCR accuracy for common prescriptions
Prototype flow and test with users managing multiple meds
Explore HIPAA-compliant image retention policies