Every extra click between a member and an appointment is a click that ends in a call center instead.
End-to-end: research, flow architecture, high-fidelity UI, design system contribution.
Intent-First Information Architecture
+29%: Task completion rate
Scope, Constraints & Reality
Built inside and contributed back to Polaris, Anthem's existing enterprise system. New patterns had to be justified as reusable across other product teams, not one-off solutions for this flow alone.
Scheduling, rescheduling, cancellation, and Get Care Now. Explicitly not a rebuild of the entire member portal, inside a large regulated org where scope creep on a healthcare product means a much longer compliance and legal review cycle.
WCAG 2.1 AA as a component-level requirement, reviewed in Figma before handoff rather than a post-launch audit item, given a user population more likely to rely on assistive technology than the average consumer app audience.
A 16-week engagement, scoped tightly to scheduling, rescheduling, cancellation, and Get Care Now rather than the full member portal. Enough time to do the accessibility and Polaris-contribution work properly, not enough to justify expanding scope beyond what was actually broken.
Members were asked to diagnose which system handled their care: 12 drop-off points in a funnel that took 8 steps just to book an appointment.
Three decisions: Progressive Disclosure (care type → location → preferences), Contextual Actions (reschedule/cancel inline on card), Unified Care Pathways (single 'Get Care Now' entry point).
The full appointment lifecycle in one place: five screens from Find Care landing through Select Date & Time, Confirm Booking, Cancel, and My Care Team.
One entry, three kinds of care. Smart routing sends virtual, in-person, and urgent care requests down the right path without the member choosing a system first.
Visual language built for clarity, trust, and accessibility: a structured colour palette and semantic context states.
Design Decisions
Intent-First Information Architecture
Legacy navigation mirrored the insurer's internal plan structure. The redesign organizes around what a member is actually trying to do (find care, manage benefits, view claims), validated with a 24-member card-sorting study before a single wireframe existed.
One Primary Action Per Screen
Legacy flows stacked four to six competing actions per screen, exactly the ambiguity that turns a simple task into a support call. Every redesigned screen has one clear primary CTA, with error recovery made explicit instead of buried in a modal.
Component-Level Accessibility
Every Polaris contribution shipped WCAG 2.1 AA compliant from the start. Focus management and contrast were reviewed in Figma before engineering touched it, not caught in a QA pass after the fact.
Impact
Appointment management (58%→83%), claims lookup (61%→87%), and document download (71%→94%) measured over a 60-day post-launch cohort.
Appointment changes and claims status were top call drivers. Both saw measurable reduction in the first quarter after launch.
Appointment card, form validation states, coverage alert, document row, inline error, and confirmation banner, adopted across 6 product teams within 6 months.