Medical Mutual

About

Medical Mutual of Ohio provides essential healthcare access for individuals. It offers health insurance to families, workers, and seniors, enabling them to visit doctors, obtain medications, and maintain their health without excessive financial concerns.

Contribution

Led a team of 4 designers, collaborating with 30+ cross-functional partners to enhance member experience across three squads. Established scalable design foundations, improved multibrand theming, optimized agile workflows, and drove messaging consistency across digital platforms—all while maintaining transparency through biweekly UX demos.

Member Experience

Overview

The MedMutual mobile app by Medical Mutual of Ohio helps users manage their health plan easily. It provides instant access to insurance details, lets users find in-network providers, check treatment costs, and track healthcare spending.

Problem

Medical Mutual of Ohio’s mobile platform sees the highest user engagement, yet lacks key features that are available on desktop. Maintaining separate systems increases operational complexity and raises management costs, creating inefficiencies that impact users and administrators. Consolidating platform functionality could improve accessibility, reduce expenses, and streamline the user experience.

Solution

Establishing a structured messaging framework to ensure consistent language across all channels, improving communication clarity and alignment between mobile, desktop, and customer service interactions. Redesigned the benefits and claims experience for mobile-first accessibility, enhancing usability and efficiency.

Result

A framework-agnostic implementation strategy to scale mobile-to-web modernization initiatives while centralizing content management system, API services, tracking, and analytic enhancements to provide better device optimization without being tied to specific framework limitations.

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