This project has been white labeled to maintain client confidentiality
Modernizing and redesigning state of Georgia's Medicaid Agency's Portal experience
Project Description
Assisted in leading the enterprise transformation project for the state of Georgia as a UX Consultant.
Results
Contributed to successfully retaining a $7.5M contract for CapTech Ventures and led to us securing multiple state Medicaid projects.
My Contributions
User Interviews
Research and Synthesis
Visual Design Support (Wireframing, Prototyping etc.)
The problem
An outdated system was driving inefficiency in a tech-reliant industry
The system relied on a single portal, making updates and maintenance difficult over time. As a result, when one part failed, it caused the entire system to break.
user feedback via interviews
"When you log in, there are too many choices"
Amanda, Utilization Review Nurse
"Sometimes the system will drag, like it's in a mood"
Cindy, Reimbursement Supervisor
"I'm always digging through everything on one page"
Lynn, Enrollment Specialist
research + approach
2.3 million State Medicaid users needed a middleman to direct them to their tools
Journey maps and design targets helped us make the decision to break the single portal into a 'modular' experience, redirecting users to their required tools through a cohesive system.
Design efforts
Creating a portal that was the gateway to 20 different experiences
One of these experiences included the Transactions Dashboard (responsible for overseeing file transfers within the system), which encouraged us to create custom components that can be used for future pages and features.
Filter system
This scalable filtering container consolidated all relevant data fields in one place, making it easy for users to filter results.
This same component is now used across features like the provider directory, which is used to help patients search for providers in their area.
Transactions Cards
Switching from a table layout to a card-based layout made key information easier to scan and helped users manage files more efficiently.
Outcome and impact
A platform that "looks easy to use and easy to find"
We interviewed 8 users over the span of 4 weeks to test the proof of concept MES experience.
Participants found the tasks relatively easy, with clear correlation between their success and how easy they perceived the tasks to be.
Impact 1
Clear labeling that aligns with audience roles (Provider, Trading Partner, Admin etc).
Impact 2
Leveraging features like News & Events as a central hub for information and updates.
Impact 3
Surfacing a "Home" button on our main navigation as a result of user feedback.
Key takeaways
Some first times and key lessons I learned…
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When building and maintaining a design system, make sure it is scalable.
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Perfecting a proof of concept can snowball into greater and larger opportunities!
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It’s okay to not always know everything, some projects are complex and layered which is why collaborating is so important.
