AppXpress - Aetna Medicare Journey Guide Design Concepts Challenge

Welcome to AppXpress – Aetna Medicare Journey Guide Design Concepts Challenge!

This challenge is focused on creating design concepts/visual ideas to help educate and inform Aetna Medicare members on non-routine (pain-point) insurance service experiences.  Aetna Medicare is committed to improving the member experience on their key life experiences journey. Often it is the ‘non-routine’ experiences that build the most loyalty.

Pain Points Examples:
- First time they do anything with an insurance company.  Help navigate through any pain points i.e. Pharmacy Prior Authorization.
- New diagnosis - help them understand the treatments, the disease itself, etc.
- Transitions - husband can no longer drive.  What do we do?  How do we manage the situation.

Round 1

Submit your design for a Checkpoint feedback:
0. Navigation.
1. Log in Page.
2. Dashboard (Journey Guidebook) Page.
3A. Pre-Certification/Prior Authorization Guide.
3B. Ready - Set - Go Framework.
- If you have time - please provide us with a click map for your design.
- Readme.jpg : Provide notes about your submission.
- Make sure all pages have correct flow! Use correct file numbering. (00, 01, 02, 03)

Round 2

Final Design plus any Checkpoint feedback:
0. Navigation. 
1. Log in Page. 
2. Dashboard (Journey Guidebook) Page.
3A. Pre-Certification/Prior Authorization Guide.
3B. Ready - Set - Go Framework. 
4. Tips Page. 
- If you have time - please provide us with a click map for your design.
- Readme.jpg : Provide notes about your submission.
- Make sure all pages have correct flow! Use correct file numbering. (00, 01, 02, 03)

Concept Description:
Aetna Medicare is looking for a solution designed to help educate and inform our members on non-routine (pain-point) insurance service experiences.  Aetna Medicare is committed to improving the member experience on their key life experiences journey. Often it is the ‘non-routine’ experiences that build the most loyalty.

We need you to understand that there are two components to the deliverable:
1. Overall Aetna Usage Experience Guide (it has 7 chapters).  Think of it as a digital binder/playbook with 7 chapters.
2. Deep Dive experience on specific educational opportunity.  We are asking to envision opening the digital playbook to the Pharmacy Usage Experience Guide section and looking at one (of many) non-routine pain point educational opportunities….the Pre-Certification/Prior Authorization process for the Members medications.

Our Members are often not new to Medicare, but new to Aetna/Coventry (first year orientation perspective).  

We believe that a member who understands Aetna protocols has a higher satisfaction in the use of their benefits.

We want to use teachable moments to help members get the most value from their plan and have the best experience with providers and us.

We are looking for the [topcoder] design Community to help us with planning our new "user experience" (UX).

Design Considerations:
- We need large fonts.
- We need it to be like Apple were less is more.
- User-friendly - a lot of Aetna's website includes caveats and fine-print.
- Please also refer to member experience opportunity areas.png.zip

Supporting Documents:
- Branding Guidelines (Brand Guidelines.docx.zip).
- Writing and designing for a Medicare audience (Writing and designing for a Medicare audience.pdf.zip).

Screen Sizes:
- Tablet Resolution: Design for iPad 2 Retina Display 2048px x 1536px.
Make sure you create graphic in 'shape' format, so when we resize graphics will still look sharp! It will be great if you can provide the landscape version.

Main Features:
1. We believe that a member who understands Aetna protocols has a higher satisfaction in the use of their benefits.
2. We want to use teachable moments to help members get the most value from their plan and have the best experience with providers and us.  

User Story:
1. Insurance Plans can be complex and confusing to Members, especially for non-routine services such as pre-certification.  We want to provide on-demand education and support services to help Members in their moment of need.
2. Members can understand in a Ready-Set-Go framework.  For example for precertification:
-- Ready...Any required prior-authorization for certain medications have been handled by your provider. You should verify with the provider that this has been done.  If you not sure you needed one or your provider does not have it, call us to assist.
-- Set...You arrive at the Pharmacy, and present your most current  plan ID Card. Pay applicable copay.  
-- Go...The Pharmacist has filled your prescription.  They send us your claim.  The claim is processed.  You will receive an Explanation of Benefits (EOB) in the Mail where your prior-authorization is honored.
3. We will have live 'journey experts' available online/telephonic to help = "Our journey experts are at your service – so call us for guidance"
4. Tips:  Check the Drug List to find out if any of these restrictions apply to a drug you take or want to take.
5. What does Pre-Certification/Prior-Authorization mean for me? For certain drugs, you or your network provider need to get approval in advance from the plan before we will agree to cover the drug for you. This is called “prior authorization.” Sometimes the requirement for getting approval in advance helps guide appropriate use of certain drugs. If you do not get this approval, your drug might not be covered by the plan.

Suggested Screens & Features:
This is a design concepts challenge and those are only suggested screens from us, so please feel free to add anything you think will work well for this app.
0) Navigation:
- How does the user navigate this application?
- Include navigation that you think fits with this application.
- Focus on the priority items and how things should be sized.

1) Log in Page:
- Each user needs to sign in by filling:
-- Email.
-- Password.
-- Forgot password link.
-- Remember me checkbox.
-- Login button.

2) Dashboard (Journey Guidebook) Page:
We need to digitize the following experience for members:
- Standard Colored tabs.
- Recent AET ID Card.
- Personalized name.
- Health information – summary level info.
- References: numbers, resources, etc.
- Blank pages to note key health information and lead-in pages to note lead-ins such as Meds list, Dr’s name & phone #.
- Journey experience guides:  We will need a construct/framework to structure the a series of experience guides.  We have listed the top 7 most frequently requested areas for guidance.
-- Annual [Health/Drug] Plan Changes.
-- [Provider (Doctor, Hospital/Facility)] Experience Guide.
-- [Network] Experience Guide.
-- Pharmacy Usage Experience Guide..
-- Premium/Billing Experience Guide.
-- Claims & Benefits Billing Experience Guide.
-- Care/Case Management Experience Guide.
- In addition to the design of the overall framework (i.e. digital playbook with the 7 chapters); we are asking that the designers also design one of the specific content pages within the ‘digital playbook’.   For consistency we are asking that they use the ‘Pharmacy usage Experience Guide’ and design one of the pain point/non-routine experiences = Pre-Certification/Prior-Authorization. The longer term vision would be to expand to additional educational content within the construct framework:
-- Pharmacy Usage Experience Guide:
--- Pre-Certification/Prior-Authorization Guide. (In this challenge we will cover this guide in details)
--- When we send communications start using a standard of -KEEP, -READ, -TAKE ACTION.

3a) Pre-Certification/Prior Authorization page (deep dive education page within the Pharmacy User Experience Guide that will give us a construct/template from with to populate other detailed  education experiences):
- For certain drugs, you or your network provider need to get approval in advance from the plan before we will agree to cover the drug for you. This is called “prior authorization.” Sometimes the requirement for getting approval in advance helps guide appropriate use of certain drugs. If you do not get this approval, your drug might not be covered by the plan. Covered drugs that need prior authorization are marked in the Drug List.
- Click on Ready – Set – Go link.
- Our journey experts are at your service – so call us for guidance.

3b) Ready - Set - Go Framework:
- Members can understand in a Ready-Set-Go framework.
Ready:
- Any required prior-authorization for certain medications have been handled by your provider.
- You should verify with the provider that this has been done.
- If you not sure you needed one or your provider does not have it, call us to assist.

Set:
- You arrive at the Pharmacy, and present your most current plan ID Card.
- Pay applicable copay.

Go:
- The Pharmacist has filled your prescription.
- They send us your claim.
- The claim is processed.
- You will receive an Explanation of Benefits (EOB) in the Mail where your prior-authorization is honored.

4) Tips Page:
- Check the Drug List to find out if any of these restrictions apply to a drug you take or want to take.
- If your drug is not on the Drug List or is restricted you can use the Coverage Decision process outlined in your SB
- You can get your own authorization by ________.
- Your physician should handle this for you.
- Pharmacy Prior-Authorization and Pharmacy Pre-Certification mean the same thing.

Note: Include in your submission your thoughts on additional investments required to take the concept from ideation into development and through commercialization.

Important:
- Keep things consistent. This means all graphic styles should work together.
- All of the graphics should have a similar feel and general aesthetic appearance

Target Audience:
- Medicare members, individual market, 65+ year old.

Judging Criteria:
- Appropriateness for Ability and cost to scale.
- Ease of use - “available when and how I want it”.
- Permission state – believability that service is appropriate from an Insurance company.
- Proprietary concept – not currently being done in the industry.
- Ability to develop and implement quickly.

Submission & Source Files:
Preview Image
Please create your preview image as one (1) 1024x1024px JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.

Submission File
Submit JPG/PNG for your submission files.

Source Files
All original source files of the submitted design. Files should be created in Adobe Photoshop and saved as layered PSD file, or Adobe Illustrator as a layered AI file.

Final Fixes
As part of the final fixes phase you may be asked to modify your graphics (sizes or colors) or modify overall colors. We may ask you to update your design or graphics based on checkpoint feedback.