The Care Finder
"As interaction designer for Informaat I worked on the development of the Care Finder, an application for CZ customers to support them finding the proper care provider. The design process was a real challenge. Besides the user needs I also had to take into account the societal role of CZ. Comprehensive and valid quality information on care providers was a requirement. In my designer role I became responsible for the connection between the needs of the users and the Care Finder. Also I made sure the visual design of the application was in line with the brand experience of CZ and that the scrum team had the proper focus and information to build what had to be build.
Finding the user
My first step was to map the users of the Care Finder. A segmentation of the target audience proved complex. From its social role CZ needs to be able to serve everybody. Due to a lack of clear constraints we started to infer from the care issues of customers. Wit both the customer service department and the care team I analysed customer conversations and their needs. In this way I got to the core of their questions, needs and expectations. We also received valuable information to specify user scenarios from employees having daily contact with customers (such as those from customer service, quality project management and experts in care needs).
We identified 3 user scenarios based on customer care issues:
A customer receives a diagnosis from a general practitioner (for example ‘artrosis’) and/or a referral to a specialist (mostly in the area). A customer wants to know if the therapy is reimbursed.
A customer has a bad experience with a care provider and wants to find a better one.
A new customer wanting to switch health insurance companies wants to know if his hospital or specialist is included in the contract of CZ.
In the beginning CZ hardly made use of available user data. However, there was relevant information available about the use of Care Finder. Together with a CZ data analyst we studied the data. In this way we found the location of most users, what they were trying to find, which keywords were entered wrongly, which (non-existent) category names were searched, etc. Even CZ was surprised by these new insights. Users searched frequently for specialists in hospitals, such as ophthalmologists and internists. The enter key was pushed even after 3 or 4 characters of the search query. We also noticed that many searches came from Rotterdam and Amsterdam. This was a surprising result, because originally CZ has its customer base in the south of the Netherlands.
All design decisions had to be based on identified care issues and ways of searching. The flow of the application was dynamic, so only relevant information was displayed. Based on our research we chose for a simple overview of care providers, we informed customers on the quality requirements with which they could support their selection based on proper arguments, and we gave them complete freedom to extend their research. The available data is quite heterogenous as we’re dealing with different care providers, like physiotherapists, maternity wards and hospitals. In the design we displayed information as uniformly as possible.
Using Care Finder
- Start search query
- Scan search results
- Filter search results
- Compare care providers
- Scan details
- Select adequate care provider
The search process consists of the following steps:
Start search query: The customer starts a search query based upon the kind of care, specialism, disorder or care provider in combination with an appropriate location.
Scan search results: The results are mapped according to the preferred location with relevant data on care providers.
Filter search results: The customer selects the important elements refining the search results. Depending on the search query specific filters are available.
Compare care providers (optional): Care providers are compared.
Scan details: Detailed information of every care provider is available, like travel time or distance, contact details, quality rationales, certificates and facilities. In case of ambiguities contact details of the Care Team are available.
The video below provides an impression of the use of The Care Finder (in Dutch).
It is necessary to publish anything that’s ready to launch and then to test it and optimize it for excellent user experience. Beisdes that we need to modify various databases to be able to display relevant data. In the future it will become possible to search by name of the care provider, work with synonyms and to search by specialisms."
More information about this project?
Contact Danny van Wieringen. He can also tell you about other design projects we have done for CZ.