UX Case Study
Health Insurance Annual Renewal
Poster
Solo Project
Responsibility
UX Research
Poster Design
My Responsibility
Research
Design
Tools
Canva
Overview
Renewing health insurance is a challenge in communities with many immigrants. Many people go to their local health centers at the end of the year, waiting in line for limited help to renew their insurance. I planned to put up a poster in these centers to let people know they can easily renew by phone or online. This would save them time and effort.
Problem Statement
In communities with a large immigrant population, many people rely on health centers to renew their health insurance. Despite the long wait times and extensive paperwork, they believe this is the only way to complete the renewal correctly. Meanwhile, health center staff, already managing their regular duties, face a sudden surge in tasks related to renewal assistance at the end of the year. Is there a simpler solution to address this challenge?
Designed by Freepik
Goal
Encourage the ease of renewing health insurance either via phone or online platforms.
Design Process
1. Research
Survey
Data visualize
2. Ideate & Design
Competitor Analysis
Poster Design
3. Testing
Building awareness & accessibility
Research
To better understand the renewal habits in communities with a large immigrant population, I conducted a questionnaire survey with 14 participants. Recognizing that experience in medical-related fields might influence how people renew their health insurance, I divided the data into two groups: Group A, which included participants from hospitals or health insurance companies, and Group B, which consisted of participants with no medical-related work experience.
Compared to individuals with medical or insurance expertise, those who depend on community health centers to complete health insurance renewals often lack knowledge about where to begin and may be uncertain about the necessary steps. Additionally, language barriers can hinder individuals attempting to renew their health insurance independently
Through conversations with the front desk staff at a local community health center, I learned that they had tried to inform people waiting for renewal that they could renew their insurance online by printing and distributing flyers themselves. However, many people returned to the health center after their attempts to renew were unsuccessful and brought with them many technical issues. Since the staff could not solve these problems, they eventually abandoned the promotion.
Current Health Insurance Poster Styles
— Use cartoon characters, introduce the renewal steps of health insurance.
NY State of health, 2023, Poster
— Use portraits of real people, remind people the renewal is about to start.
Mass.gov, 2023, Poster
Poster design
I tried to address this problem with a poster that could be displayed in community health centers. To more specifically address the issue of residents in the target community renewing their health insurance, I:
Focused the design on MassHealth, the most common insurance in the target community.
Emphasized the ease of online renewal.
Highlighted language services available for assistance.
Included QR codes to simplify the login process
Testing
Where a poster is posted will greatly affect the impact it will have. In the final stages of this project, I tried to contact both a community health center and a small Chinese-language newspaper to understand their rules for publishing posters.
What People Are Saying
Community health centers usually have strict requirements on posters. Since there are multiple branches, only posters from their headquarters design department can be posted in public areas.
Newspaper agency welcomes individually designed posters and offers a variety of media platforms. The time of publication needs to match the date of the relevant event.
“Issues such as the unknown identity of medical authors of medical information found on social media sites are often unknown or are identified by limited information, which poses as a threat to the validity and reliability of the information being conveyed.”