Request Hospital & Health Provider on EMMA AXA Mandiri
Emma AXA Mandiri provides the details of 1800+ hospitals and health providers with which AXA Mandiri has partnered, along with location maps and member benefits according to insurance or protection plans.
Emma AXA Mandiri platform offers a feature that allows users to add hospitals and health providers they frequently visit but who are not yet partners with AXA Mandiri. This allows users to request AXA Mandiri to form partnerships with these hospitals and health providers in order to increase the number of partnerships that AXA Mandiri has with hospitals and health providers.
Goals
The feature aims to enhance the nearest hospital and health provider functionality by integrating with the Google Maps API. It allows all user roles—including guests—to request AXA Mandiri to consider partnering with hospitals and health providers they frequently visit but that are not yet partnered with AXA Mandiri.
Users can search for hospitals and health providers that are already partnered with AXA Mandiri. If a provider is partnered, the insurance and protection plan benefits will be displayed. If not, users can easily submit a partnership request with a single action.
Key Responsibilities
Feature Development: Collaborated with the UI/UX and development teams to enhance the "Partnered Hospital" menu on the Emma AXA Mandiri platform, such as location maps, filters based on partnership category, plan benefits for partnered hospitals and health providers, and a request button for non-partnered hospitals and health providers.
Admin Platform Enhancement: Enhance the admin platform to provide a new table reporting to collect the data of the user's hospital and health provider request.
Google Maps Integration: Lead the development of the initiative to add the detailed information from Google Maps when the users search for a hospital or health provider on the Emma AXA Mandiri platform.
Workflow
As a customer portal with various stakeholders and complex user needs, we applied the Double Diamond Framework for developing the Request Hospital and Health Provider Menu on the Emma AXA Mandiri platform, along with design decision considerations. By following this structured approach, Emma AXA Mandiri is able to deliver a feature that provides a list of the nearest Hospitals and Health Providers, while also allowing users to submit requests for their preferred providers directly within the platform.
1
Discover
User Research: Conduct user surveys and interviews to understand how users currently search for hospitals or health providers and their needs when requesting new partnerships with non-partnered providers.
Stakeholder Requirements: Engage with internal stakeholders, including AXA Mandiri admin teams, to understand criteria for considering new partnership requests and the importance of specific provider data.
Technical Research: Analyze the Google Maps API for its data structure, coverage of hospital and healthcare providers, and any limits or challenges associated with retrieving accurate provider data.
2
Define
Pain Points
Users have limited access to their preferred hospitals or health providers.
Existing search and filtering options for hospitals are not intuitive or comprehensive.
There is no clear and easy way for users to request partnerships with their frequently visited non-partner hospitals or health providers.
User Personas
Health-Conscious User: Frequently needs access to healthcare services and highly values the ability to choose preferred providers.
Convenience-Seeker: Prioritizes quick and seamless access to accurate provider information and efficient request features.
Problem Statement
Users need a reliable, easy-to-use system to search and filter both partner and non-partner hospitals or health providers, access information about their plan benefits, and conveniently submit requests for partnerships with their preferred providers—all within a single, accessible platform.
3
Develop
Ideation
Brainstorm core features, including a search function integrated with Google Maps, filters for partner and non-partner providers, and a request button for users to suggest partnerships with non-partnered providers.
Decision Making
Google Maps API Integration: Implement a seamless integration with the Google Maps API to ensure up-to-date information on hospital and health providers locations and details. Filter Google Maps data to highlight both partner and non-partner providers in a user-friendly way.
Intuitive Search and Filter Interface: Design a simple, clear interface allowing users to search by hospital and health providers name, location, or categorization, with easy filtering between partner and non-partner providers.
Request Button for Non-Partner Providers: Include a visible request button for non-partner providers, allowing users to suggest partnerships easily. This button should trigger a form that collects essential data for consideration.
Admin Dashboard for Requests: Implement an admin view where submitted requests for non-partner providers are easily accessible, with relevant data to help admins assess partnership potential.
Testing
Conduct user testing to evaluate how easily users can search, filter, and make requests. Gather feedback on the search results, filter clarity, and ease of using the request button. Focus on showing how users search for hospitals, filter by partner status, view plan benefits, and request new partnerships. Ensure the Google Maps API supports accurate provider details.
4
Deliver
Development: Work closely with engineering to build the search, filtering, and request functionalities, ensuring the Google Maps API integration is optimized for accurate and responsive data. Develop a backend database to store user requests for non-partner providers.
Launch: Roll out the feature in phases to verify API performance, data accuracy, and user experience. Offer a trial phase to gather initial user feedback on search and request processes.
Results or Lesson Learned
Enhanced the feature functionality and potentially optimize platform usage through categorizing hospitals and health providers partnership.
Increase the number of partnerships that AXA Mandiri has with hospitals and healthcare providers by expanding the company's ability to develop agreements with these entities.
Enabled the ability to display or hide blacklisted hospitals and health providers based on stakeholder decisions, ensuring better content governance and compliance.
Optimized feature cost-efficiency by designing a solution that minimizes excessive reliance on the Google Maps API, which incurs relatively high usage fees.