Problem
Care management research with internal and external SMEs surfaced a hard dependency: you cannot enroll, track, or improve members without reliable assessments. Health plans needed to capture demographics, behavioral health, benefits, and follow-up data—then turn answers into care-plan enrollment, tasks, and outreach. Existing approaches were either rigid paper-like forms or one-off screens that could not be reused across programs, carriers, or new policy-driven markets.
Stakeholder interviews and policy shifts also opened new market opportunities that required flexible instruments—not another single-purpose form.
Role
Principal Product Designer for the survey/assessment platform that sits under care management and broader CIM workflows. Partnered with care-management SMEs, health-plan customers, and engineering to define the question model, runtime UX, and the action layer that connects answers to operational work.
Product model
- Universal blocks, many purposes: the same engine serves care-management assessments, intake surveys, and program-specific instruments.
- Sectioned completion: left-rail sections (demographics, behavioral health, benefits, follow-up) keep long instruments scannable and resume-friendly.
- Actions alongside answers: completing or branching a survey can trigger mailings, care-plan assignment, notes/tasks, or care-type starts—so assessment is not a dead-end form.
- Author once, run many: configuration (separate case study) defines libraries and conditions; this surface is the operator/member-facing runtime.
Question system design
Rather than hard-coding screens, the product is built from reusable survey blocks with a shared metadata model: title, helper text, required flag, answer shape, and conditions (inject another survey section or jump elsewhere).
Block types
- Multiple choice — single or multi-select, optional “other,” freeform answers.
- Open question — text, number, date, email with field-level hints.
- Yes / no — binary decisions that often drive branching and actions.
- Opinion scale — numeric or star scales with low/mid/high labels.
- Extensions — document upload, legal/context sections in the config library for richer instruments.
Runtime UX decisions
- Progress without anxiety: section list + search lets users jump while still showing incomplete structure.
- Injected assessments: nested instruments (e.g. behavioral health injects) appear in-context rather than as a separate product tour.
- Lifecycle controls: save, mark complete, reset, and abandon—explicit states for regulated workflows where partial data is common.
- Action items rail: completed triggers surface next operational steps so the survey remains tied to care outcomes, not just data capture.
Outcomes
- Established a single survey substrate for care management and adjacent programs instead of proliferating custom forms.
- Connected assessment completion to care-plan and task workflows—closing the gap between “data collected” and “member acted on.”
- Pairing with universal configuration meant plans could evolve instruments without engineering every new question set.
Related work
This tool is the capture half of a larger system. Universal configuration authors assessments, libraries, and care plans; care management is the operational journey assessments feed.
Stack & craft
Vue · Quasar · design system · FHIR-informed care models · SME co-design · usability testing