Experience Design of a Direct-to-Consumer Care Portal

Emids worked with a top Fortune 500 payer organization, which aims to empower their over 100m members to live healthier lives.

The organization wanted to complement its care advisors with a high touch, digital concierge experience for families experiencing complex care needs regardless of their health plans. The objective was to free up space for the provider and specialty-care practices so they could focus on care delivery and member health.

Selected for its deep healthcare domain and user-centered design expertise, Emids took a deep dive into the portal’s existing experience and also assessed user challenges through a month-long discovery session.


Throughout the discovery process, Emids focused on the journeys of prioritized users to identify opportunities for delivering a better user experience. Emids created user scenarios and flows to describe an ideal experience from the users’ perspective and prepared necessary UX requirements and recommendations to support future product development efforts.


Create a Path for Consumer Experience Success​

See how Emids takes a design-led approach to product development.

Learn More

Through continued collaboration with the client team, Emids delivered a UX Playbook to serve as a reference point for product decisions going forward, including research findings and recommendations and design decisions. Emids also delivered two prototypes to reference for the MVP and Beyond the MVP work, highlighting key service design considerations as the project continues into the build phase.

Sign up to receive our latest insights