Case Study · Elevance Health · Healthcare · Case Management
Healthy Innovations Platform
Helping nurses manage complex patient cases — faster, calmer, with less cognitive load.
HIP is an enterprise healthcare platform used by trained nurse case managers to resolve patient health issues across predictive and complex care workflows. The redesign focused on personalisation, minimalism and clearer guidance — without breaking a 10-year-old compliant system.
Role
Lead UX Designer
Duration
4 Months
Team
4 UX Designers
Industry
Healthcare · Payer
Project Overview
HIP supports nurse case managers who interact with members (patients) over the phone to resolve health issues. Each case follows a unique workflow shaped by patient responses, data privacy and compliance rules. Several modules had been built as standalone products and stitched together over a decade, creating cognitive overload and fragmented journeys.
Challenges Faced
Large, multi-stakeholder org
Senior leadership, SMEs, engineering and compliance all in the loop — unclear decision ownership often delayed validation.
Standalone modules → one platform
Several modules had originally been developed as standalone products, adding to the complexity of the platform.
Legacy data + new branding
Large volumes of data and outdated research collided with brand-new guidelines that hadn't been clinically validated — yet were mandatory.
Unclear scope, fast delivery
Goals shifted between full revamp, high-priority features and low-impact polish, with expectations of rapid delivery.
Key Assumptions & Constraints
- · Access limited to the SIT environment — no production data available.
- · Platform restricted to desktop use only.
- · Building stakeholder-by-stakeholder understanding (designers, managers, users, developers, SMEs) took significant time despite tight delivery expectations.
- · Opportunities for user feedback and validation were limited — especially from clinicians.
- · With multiple stakeholders involved, decision-making was diffuse and often slowed down by mutual validation loops.
Understanding HIP
The system is used by trained nurses acting as case managers, who interact with patients (members) to resolve health-related issues. Interactions typically occur via phone calls, and each case follows a unique workflow influenced by patient responses. Factors such as data privacy and process compliance further affect task duration.
Research methods
- · Desk research on care management and competitors
- · Reviewed previous user interviews and survey data
- · Consulted system analysts and technical experts
- · Validated insights with stakeholders
Competitor Landscape
Athena Health
Innovaccer
CoverMyMeds
Alloy Health
Problem Identification
Instead of relying solely on business requirements, the team:
- · Challenged assumptions with research-backed questions
- · Emphasised user involvement before redesign
User Engagement
- · Conducted exploratory interviews with users and experts
- · Analysed recordings to extract insights
Theme Identification
In addition to the technical limitations highlighted by users, three key themes emerged from synthesis.
Personalisation
Users want the system to adapt to their specific use cases and minimise manual effort.
Effective Communication
Users expect the product team to clearly communicate all features and explain how they enhance workflows.
Minimalism
The platform's data-intensive nature causes cognitive overload — users prefer to concentrate without distractions.
Feature Prioritisation
- · Allow users to filter and customise their workbench for their specific use cases.
- · Enable users to select the necessary member details to minimise cognitive load.
- · Simplify navigation to user tasks for greater efficiency.
- · Introduce dictation functionality for long forms.
- · Personalised workspace via a split-screen approach — leveraging the existing behaviour of split browser tabs.
Ideation & Direction
An initial concept introduced a split-screen workspace, allowing users to perform two tasks simultaneously. Early feedback showed users prefer to focus on one task at a time — but frequently need to reference other information mid-task.
Direction: maintain a primary task view, provide easy access to related information (e.g. Member Overview), and integrate it across workflows.
Hi-Fidelity Wireframes
Since the existing technology couldn't automate or tailor tasks, we introduced a solution users could customise themselves. Designs strictly followed the approved Elevance design library — significant visual changes risked breaking adoption in a system in use for nearly a decade.
Screen 01
Action List · Landing Page
Streamlined visuals & navigation
Optimised space, refined visual design and simplified filters for a cleaner, more intuitive interface. A high-contrast side panel minimises horizontal scrolling and reduces fatigue.
Clear orientation & accessibility
The current page is highlighted with a prominent large-font header so users always know where they are. The enhanced interface is accessible from the top-right menu within the workspace.
Screen 02
Customisation Overlay
Guided configuration setup
Introduced a two-phase, step-by-step configuration flow that reduces cognitive load and guides users through complex setups.
Real-time customisation & refinement
Dashboard Filter & Preview lets users select, organise and preview fields with real-time data. Configure Filter offers advanced refinement on top.
Screen 03
Member Overview
Streamlined navigation hub
Centralised navigation with well-grouped sections in the side panel makes it easier to quickly locate what's needed. One-click section switching reduces errors and eye strain.
Intuitive feedback & direction
Contextual suggestions with tooltip explanations guide users to the next step. Greyed-out expanded sections provide clear visual cues of the current page within the overall structure.
Screen 04
Split Screen View
Streamlined task management
The design prioritises one primary task alongside a secondary one — reducing complex switching while still accommodating advanced users.
Enhanced navigation & clarity
Users can clearly identify open pages and easily manage them from the side panel, contributing to a less complex experience.
Screen 05
Questionnaire Page
Streamlined questionnaire design
Compact questionnaire view with consistent accordion interactions improves clarity and minimises confusion.
Enhanced interaction & utility
Users can add tagged notes directly within the questionnaire — enhancing usability and streamlining information management.
Screen 06
Care Plan Page
Design & experience consistency
Established a consistent cross-platform design and improved information hierarchy to prioritise user needs and minimise errors.
Interaction & information management
Applied task decomposition to streamline micro-interactions; used progressive disclosure to manage complex workflows and organise information.
Screen 07
Medications Page
Ease of access
All medications viewable instantly with a single click. Users can add and edit medications on the same page — no split screens or pop-ups.
Aiding search
Inclusion of fill dates enables users to easily track when medications were previously dispensed.
Visual Language
Brand values help identify colours, typography and how users relate to the brand psychologically.
We aim to embody
- · Warm and friendly
- · Aspirational
- · Simple and modern
- · Innovative & solution-oriented
- · Empowering users at every step
While avoiding
- · Casual or cute
- · Grandiose
- · Minimal and impersonal
- · Aggressively disruptive
- · Sales-driven and condescending
Typography
Elevance Sans
A custom proprietary font — precise yet human, functional yet expressive.
Colour Palette
Primary Purple & White, supported by Cyan, Turquoise and Dark Purple — future-forward, yet warm.
Grid
1440
Desktop / Laptop baseline grid.
Highlights
A side panel was introduced to optimise screen space and enable easy navigation, with customisation options for better usability. Suggested actions and tooltips guide users toward their next steps. A dashboard filter and preview feature lets users select relevant fields, reorganise data and save custom configurations for future use.
Outcomes
−33%
Average task completion time
−8%
CSR agent calls
1 wk
Sprint cadence for leadership-ready designs
Review & Reflection
The newly introduced enhancements were positively received during initial usability reviews and are planned for future releases.
Existing case-manager workflows continue to be constrained by technical limitations and, due to their complexity and compliance requirements, proposed changes are often met with hesitation.
Building on the success of the initial design interventions, the team gained confidence in addressing user needs and was able to explore case-manager workflows in greater depth.