AI-Integrated Support Module Design for United Healthcare
Allison Coon
Designing an AI-Integrated Support Module, Driving 50% Time Savings
United Healthcare • 2024
Project Description
Designed front-end experience that simplifies common operational transactions performed by our support team, resulting in a 50% time savings for included transactions.
Problem Statement
Over 56% of cases in 2024 sought support with member transactions (about $14.5M of operational costs). These are time-consuming processes that require high amounts of manual entry, logic, and problem-solving.
Role
UX Team Lead
Responsibilities included UX Design, UX Research, Visual Design, and Project Management
Scope
Explore ways to automate the most common member transaction type (Member Enrollments).
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Posted Jun 17, 2025
Designed AI-integrated support module for United Healthcare, achieving 50% time savings.
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Timeline
Jan 1, 2024 - May 1, 2025
