Find a Provider App

The Find a Provider application offers prospects, members and physicians a personalized user interface (UI) for locating doctors, hospitals and pharmacies with information about locations, medical plans, specializations, and working hours, along with other relevant information.

Challenge

Our client identified the strength of
their network as a key competitive
advantage. However, the tool they
had in place allowing members to find
doctors was poorly designed and had
performance issues, leading to a high
abandonment rate.
Members had a difficult time both
figuring out which doctors were in their
network and determining when those
doctors were available. The overall
design assumed that members have
a fairly high level of understanding of
the healthcare landscape. Technically,
the application was architected in such
a way that maintenance was difficult to
perform, which created a deterioration
in application performance and
caused enhancement cycles to be
unnecessarily extended.
For additional improvements to the
user experience Vicert proposed to
develop a personalized user interface
for prospects, doctors and members.
With this approach we were able to
fulfill all the needs of each user group.

Solution

As a first step Vicert created a responsive
single page functional mockup that
met the latest web standards. We also
re-architected the application to easily
expand and reuse key functionalities.
We implemented a personalized UI
based on user type: prospect, member
or provider, creating a multi-channel
experience for the customer to provide
to their users. The search capabilities
were both simplified and intuitive with
the addition of predictive capability
providing the desired results based on
the user’s medical history.
As a final step and based on the legacy
application development efforts,
Vicert designed the new application
administration section to significantly
reduce the need for code changes
within the new application, putting
power in the hands of the business
unit.

benefits

Maintainability
The cost to maintain the application
was significantly reduced by
decreasing the dependency on IT
to make code changes. This also
increased the speed to market.
Performance
With performance in mind from the
start, Vicert was able to create an
application with the ability to address
the client’s future needs. We also
brought response times in line with
the expectations of their members
who have become accustomed to the
near instant results from the likes of
Google and Amazon, helping bring
the client’s user experience well into
the Digital Health era.