Delta Dental

Project Overview

Team: Maya Ellis, Samanatha Chang, Monique Feronatto, Tiffany Liang, Justin rodrigo, Hannah Hum 

Product Name: Delta Dental

Duration: 3 Months

Objective: Delta Dental Insurance can better meet their patients’ needs through an enhanced filtering feature that makes search conditions clearly discoverable and flexible to use. By improving the filter and clarifying the hierarchy of search result provider cards, the Provider Search tool can better match user goals. 

My Role

Research: Conducted interviews and user testing.

UX Design: Accounted for accessibility and integration of user feedback into designs.

UI Design: Designed digital wire-frame prototypes as well as low and high-fidelity prototyping.

Problem

The Provider Search experience was limited in its ability to match members with the right dentist for their specific needs. The limited use of the Advanced Search feature creates a gap between the patient experience and an experience that fully meets the patient needs.

Solution

To address the limitations of Delta Dental's Provider Search experience, we redesigned the platform to prioritize usability and personalization. By integrating Advanced Search features directly into the main search flow, adding personalized dentist recommendations, and introducing new filters like insurance compatibility, patient reviews, and accessibility options, the search experience became more tailored to individual needs. This solution bridges the gap between patient expectations and system capabilities, creating a more intuitive and effective patient experience.

Research & Key Findings

  • The inability to find a dentist compromises trust. 

  • More robust search entry options will help users refine their search at the first “Find a Dentist” touchpoint.

  • Guided search needs to be more discoverable and goal-oriented: use questions and colloquial terms

  • Increased filter discoverability and flexibility will lead to increased filter use and targeted provider searches.

Challenges

Understanding the user

  • By creating different possible personas we were better able to imagine the varying needs of future users and the challenges they could face. 

  • The User Task Flow gave us a clear, visual representation of the steps a user would take to complete the specific tasks, which gave us better insight into the user’s experience and thinking.

Learnings

The redesigned Provider Search experience bridges the gap between patient needs and system capabilities, delivering a more personalized, intuitive, and efficient solution. This approach not only improved member satisfaction but also strengthened Delta Dental’s commitment to empowering users with tools that enhance their healthcare journey.