Role
UX Researcher & UI Designer
Team
Reclaiming peace of mind
Why it works?
Timeline
10 weeks
The silent epidemic of medicare fraud
Medicare fraud disproportionately impacts seniors, leaving them vulnerable to scams and identity theft. Despite efforts by agencies, many seniors lack the tools and confidence to verify their healthcare services securely. The challenge was clear: design a solution that fosters trust, empowers seniors, and reduces fraud risks.
Key challenges seniors face
Lack of Awareness: Many seniors don’t recognize fraudulent activity.
Complicated Medicare Billing: Difficult to verify services and identify overcharges.
Limited Reporting Mechanisms: Seniors feel overwhelmed by where and how to report fraud.
Technology Barriers: Many seniors struggle with digital platforms due to poor accessibility.
Research methods
These methods informed a human-centered design approach tailored to seniors' lifestyles and vulnerabilities.
Interviews: In-depth conversations revealed personal struggles and preferences.
Surveys: Quantitative data highlighted common challenges and needs.
Cultural Probes: Daily interactions provided insights into seniors’ engagement with technology and Medicare.
Research insights -
50 Participants, 100+ Insights
68% of seniors struggled to recognize fraud.
51.4% would first review their Medicare Summary Notice (MSN) before reporting.
0% of surveyed seniors would ignore a suspicious charge, but many didn’t know where to report it.
Designing for usability and security
The design process focused on creating intuitive prototypes that foster trust and accessibility. By incorporating feedback from seniors and stakeholders, we refined every interaction, ensuring clear communication and a seamless user experience.
Key design principles included:
Simplicity: Easy-to-navigate interfaces tailored to seniors’ preferences.
Security: Robust measures to protect users from fraud.
Empowerment: Tools that enable seniors to verify services and report discrepancies with confidence.
Wire-framing and prototyping
Round 1: Low-Fi Wireframes → Basic flows designed for accessibility.
Round 2: Mid-Fi Testing → Adjusted UI based on senior feedback.
Round 3: Final Hi-Fi Prototype → Integrated voice assistance, larger buttons, and simplified navigation.
Key usability testing insights
Seniors preferred step-by-step guidance for verifying medical charges.
Caregivers requested an easy “overview dashboard” to track billing and fraud alerts.
Buttons & progress bars needed improvements for better visibility.
Final Adjustments: Enlarged key UI elements, added fraud alerts, and simplified account creation.
Transforming healthcare experiences for seniors
Medisafe isn’t just a platform—it’s a commitment to restoring trust and dignity in healthcare for seniors. By providing a secure, two-way channel between seniors and healthcare providers, it empowers them to take charge of their Medicare benefits, protect against fraud, and reclaim peace of mind.
My Medicare dashboard
View & Verify Bills: Easily compare billed services to actual care received.
Caregiver Monitoring: Allows authorized caregivers to oversee Medicare transactions.
Instant Alerts: Detects double billing, upcoding, and phantom charges.
Reporting portal
Step-by-Step Guidance: Helps users report fraud quickly and track case progress.
Live Chat & Phone Support: Connects users with Medicare fraud prevention agents.
Fraud Alert System: Sends real-time scam warnings to users.
Medicare learning centre
Daily Fraud Prevention Tips: Short, digestible insights on Medicare fraud.
AI Voice Assistant: Reads important Medicare information aloud.
Interactive Tutorials: Walks users through common fraud scenarios
Key takeaways
Seniors prioritize trust & security: Clear, human-centered design is crucial.
Caregiver involvement is essential: A shared dashboard improves Medicare management.
Fraud education must be simple & digestible: Short, engaging lessons work best.