Wellframe: Caregiver support

Lead designer, responsible for concepting, wireframing, ux & ui design, usability testing, and collaborating with product & engineering on requirements and tech spec.

Wellframe is a platform for health plans to deliver digital, whole-person health management to their members, meeting those people on their own terms and in a convenient, easy-to-use format.

On the Wellframe mobile app, members connect directly via HIPAA-compliant chat with care management teams, customer service representatives, and other support staff who are integral to their health journeys. The app also serves as a way to deliver condition-specific educational content, reminders for appointments and medications, and more.

On the Wellframe web dashboard, health plan staff — primarily care managers, who support members who struggle with their chronic diseases or complex conditions — manage and prioritize their caseload, message and engage with their members, and customize their members’ experience with content appropriate to where their members are at.

Wellframe began working with patient populations who wouldn't be able to directly use the app to connect with their care managers — such as children too young to use smartphones, or elderly patients whose care was being closely managed by a family member. In this project, I designed features in the web platform to create, authorize, and manage caregivers for individual patients, and new steps in the sign up flow to make it possible for individuals to sign up as caregivers instead of only as patients.

• In the first 90 days post-release, >1500 members with caregivers — who previously weren't eligible for Wellframe — were invited to the platform by their care managers.

• >750 caregivers signed up in the same time period, equal to ~4% of all-time Wellframe users at that time

• Weekly enrollment rate increased, demonstrating sustained value of the new feature