How can Elevance Health improve its mobile app to streamline the claims submission process for members?

Introduction

To improve Elevance Health's mobile app and streamline the claims submission process for members, we need to conduct a thorough analysis of the current user experience, identify pain points, and develop innovative solutions. I'll approach this challenge by examining user segments, analyzing the claims submission journey, and proposing data-driven improvements that align with Elevance Health's strategic goals.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the primary use cases for the claims submission feature. Could you help me understand what types of claims are most commonly submitted through the mobile app?

Why it matters: Determines which claim types to prioritize for optimization Expected answer: Medical visits and prescription drug claims are most common Impact on approach: Would focus on streamlining these specific claim types first

• Considering user behavior, I'm curious about cross-platform usage patterns. Do members typically start and complete claims on the mobile app, or do they switch between devices?

Why it matters: Influences whether we need to focus on cross-device continuity Expected answer: 60% of claims are started and completed on mobile, 40% switch devices Impact on approach: Would prioritize mobile-first experience while ensuring seamless transitions

• Regarding pain points and market position, how does Elevance Health's claims submission process compare to competitors in terms of user satisfaction and completion rates?

Why it matters: Helps identify areas for differentiation and improvement Expected answer: Slightly below average satisfaction, with a 75% completion rate Impact on approach: Would focus on identifying and addressing key drop-off points

• Thinking about the product lifecycle, where is the claims submission feature in terms of maturity, and what are the key metrics driving this improvement initiative?

Why it matters: Determines if we optimize for adoption, engagement, or refinement Expected answer: Mature feature, focusing on improving completion rates and processing time Impact on approach: Would prioritize efficiency and user experience enhancements