Magellan Complete Care: Helping Vulnerable Members Stay on Track
Project Background: Magellan Complete Care is a Medicaid health plan geared toward individuals who have been diagnosed with a serious mental illness. Due to their multiple health issues and transient lifestyle, these individuals often have issues getting the care they need and staying on track. To help, they are assigned providers and work closely with a care team, who stay in touch at every step.
Problem: How can we redesign the member website so members can understand and utilize their program effectively?
Process: Conducted interviews/focus groups with the business and subject matter experts to better understand the issues they face in getting members care. The results of this research--as well as surveys, analytics and call center statistics--were compiled into a problem highlights document, which outlined the various problems members and the care team face throughout the process and how the member website might be used to resolve some of those issues. This information was then used to create Agile epics/user stories, a new information architecture, wireframes, and a low-fidelity prototype.
Design Solution: Due to the nature of this audience, it was determined that the majority get care via a caregiver or the state. Ethnographic research indicated that a significant proportion of this audience is homeless and does not have access to phones. As a result, designs were pivoted to focus on both the member and a third party, such as a caregiver or MCC staff. Initial views were designed around new or inexperienced members, with a focus on understanding and effectively using the services that are available. More experienced members can sign in to view their care plan and medical history and stay in touch with their care team.
