Helping members prevent surprise charges

At Delta Dental, the Cost Estimator tool enhances cost clarity for members on future dental treatments.

Role

TIMEline

TEAM

UX Designer

June 2024 - September 2024

Jessie Brown, Vigo Mak (UIE), Qian Yi (UXR), Nick Boyle (PM), Niall Browne (DL)

Problem

Users struggled to trust and understand estimated treatment costs, leading to confusion and hesitancy in decision-making.

Solution

Creating a transparent, easy-to-understand cost estimation tool to build trust and reduce unexpected charges.

Impact

1. Increased member trust
2. Fewer billing disputes
3. 18% fewer CSR calls
4. Higher adoption across Delta Dental tenants

Current

‍

The Journey

Users benefit most from provider-specific estimates since they know their provider and treatment.

‍

How do we measure success?

‍

Explore Every Concept

What if our tool was a texting experience similar to Lemonade Insurance, or a shopping experience where I can add estimates together and get a total, or a plain jane form?

‍

Constant Feedback Loop

‍

Usability Testing

‍

Insight Driven Iteration

‍

‍

‍

Setbacks

‍

Final Designs

‍

Handoff

When handing designs off to dev, we used Figma's Dev Mode annotations. This allows us to communicate our original intent for each screen's look and feel.

‍

What I Learned