OKR Measured Projects
As the Senior User Experience Designer, end-to-end, for each project below, my UX evaluation was based on objectives and key results (OKRs).
What is an OKR?
OKRs, or Objectives and Key Results, are a goal-setting method that helps organizations, teams, and individuals set and monitor clear goals. They have two main parts: an Objective, which is the overall goal, and Key Results, which are specific measures to show if the goal is met.
Non-clinical Member Care Guide Support
OKR (Growth)
In three years, aim to increase ARR by 25% with an upgraded member support platform — Care360 — offering tailored, non-clinical care solutions by Care Guides, distinguishing the organization within the competitive landscape.
Project Duration: 2020 - 2025
Care360 for Care Guides
Redefining the delivery of non-clinical, Care Guide support to members in an internal enterprise tool leveraging Service Cloud by Salesforce.
The net benefit:
Care360 provided Gare Guide support staff access to employee health benefits, partner programs, claims, and plans. They can also schedule appointments and suggest helpful programs for health improvement.
Get Help for Members
Developing & evolving how 2 million+ eligible members access Care Guide support through their member app experience.
The net benefit:
Gave members a frictionless ability to contact a human that could give non-clinical support whenever they needed it through their member app experience.
Unified Mission Control (UMC) for Benefit Leaders
OKR (Customer)
Unify disparate analytic and reporting enterprise applications creating one seamless, self-service reporting tool with potential to generating $30 million in annual recurring revenue over five years.
Project Duration: 2018 - 2022
UMC Reporting Environment
A powerful internal enterprise analytics tool designed to effortlessly report wellbeing and care navigation utilization for over 400 customers with 2 million eligible members.
The net benefit:
Benefit Leaders now had the power of self-service and the ability to meticulously investigate member app utilization across their employee population with ease.
UMC Email Launchboard
An email-based weekly report for busy benefit leaders surfacing top areas of the member app utilization with ability to launch into those areas inside UMC Reporting for more in-depth analytics.
The net benefit:
Benefit Leaders now received simpler weekly reports via email, with helpful tips to improve their employees' app experience.