Oscar Health, 2021
Designing tools for Oscar's Care Team
How do you scale human touch? Oscar Health wanted to make health insurance, a notoriously complex and impersonal system, feel deeply human. Much of that depended heavily on the Care Team—the folks members relied on to help navigate their plans, and often their first (and longest) touchpoint with Oscar.
As Oscar grew, the Care Team needed to support more members faster without losing that feeling of intimacy. I worked on Rosco, the megatool they used for holistic information on members, providers, and cost estimates. I met with the team regularly to shadow member conversations and understand how the team actually worked. I designed around what I learned, improving their workflows without disrupting what worked well.
Making health insurance feel personal also meant meeting members where they were. After finding that 62% of Medicare Advantage members without web accounts had an SMS-capable phone, I led the design of Oscar’s first P2P messenger. By the end of the beta, 22,000 members were fully consented and verified for SMS, giving them a better way to reach their team.
Making health insurance feel personal meant meeting members where they were. I led the design of Oscar’s first P2P messenger after finding that 62% of Medicare Advantage members without web accounts had an SMS-capable phone. By the end of the beta, 22,000 members were fully consented and verified for SMS, giving them a better way to reach their team.
Oscar Health, 2021
Oscar Health, 2021
Designing tools for Oscar's Care Team
How do you scale human touch? Oscar Health wanted to make health insurance, a notoriously complex and impersonal system, feel deeply human. Much of that depended heavily on the Care Team—the folks members relied on to help navigate their plans, and often their first (and longest) touchpoint with Oscar.
As Oscar grew, the Care Team needed to support more members faster without losing that feeling of intimacy. I worked on Rosco, the megatool they used for holistic information on members, providers, and cost estimates. I met with the team regularly to shadow member conversations and understand how the team actually worked. I designed around what I learned, improving their workflows without disrupting what worked well.
Making health insurance feel personal also meant meeting members where they were. After finding that 62% of Medicare Advantage members without web accounts had an SMS-capable phone, I led the design of Oscar’s first P2P messenger. By the end of the beta, 22,000 members were fully consented and verified for SMS, giving them a better way to reach their team.
Oscar Health, 2021