Patient Platform — Elevance Health | Mahesh Malekar
Simplifying complex insurance journeys for millions of patients — accessible, clear, human.
Client
Elevance Health
Role
UI/UX Consultant
Period
Nov 2022 – Feb 2024
Overview
Elevance Health (formerly Anthem) is one of the largest US health insurers. I was engaged as a UI/UX Consultant to redesign patient-facing digital flows — reducing task completion time, improving accessibility scores, and simplifying the complex insurance journeys that patients navigate daily.
The challenge
Patients were abandoning key flows — claims submission, benefits lookup, and provider search — due to confusing navigation, inaccessible UI, and information overload. Completion rates were low and support call volumes were high.
My role
Owned the UX redesign of 4 core patient flows. Conducted user research, built scenario maps, designed accessible front-end UI, and produced interactive prototypes for stakeholder and compliance review.
Process
Research
Analysed support call transcripts, conducted 12 user interviews with patients across age groups, and ran a heuristic audit of the existing platform.
Scenario Mapping
Built detailed scenario maps for 4 core flows: claims, benefits, provider search, and account management. Identified 23 friction points.
Design
Redesigned all 4 flows with a progressive disclosure approach — surfacing only what patients needed at each step. Simplified language throughout.
Accessibility
Applied WCAG 2.1 AA standards across all screens. Special attention to colour contrast, screen reader compatibility, and keyboard navigation for older users.
Testing
Ran usability testing with 8 participants across 2 rounds. Measured task completion rate, time-on-task, and error rate. Iterated based on findings.
Outcomes & impact
35%
Reduction in average task completion time
WCAG AA
Full compliance across all redesigned screens
23
Friction points identified and resolved
Deliverables
Tools
Next case study
Editorial Design System — Telangana Today