Humana Case Study

Updating The Advocates Tool & Creating Sharepoint Site

Overview

Humana Inc. is a major U.S. health insurance provider focused on Medicare and Medicaid solutions. As a UX Designer, I contributed to internal tools used by Humana Advocates to assist members. My primary project involved designing a unified platform — called DEBUT — that reduced the need for multiple screens, minimized confusion, and helped Advocates resolve member questions more efficiently.

Problem Statement

Humana Advocates were navigating 3–5 disconnected screens to answer customer benefit inquiries. This led to longer call times, decreased customer satisfaction, and inconsistent information. Humana needed a single, streamlined interface to unify these tools and support quicker, more accurate resolutions.

Users & Audience

Primary Users

Humana Advocates who support members with Medicare, Medicaid, and Dual Eligibility

Secondary Users

Internal stakeholders including developers, legal, and content teams

End Customers

Individuals relying on Humana’s coverage, often in vulnerable health situations

My Role and Responsibilities

Developed detailed user scenarios, journey maps, wireframes, and prototypes.
Collaborated daily with developers, product owners, and the content team in agile sprints.
Integrated best practices for accessibility (ADA), responsive design, and cross-platform usability.
Participated in user research sessions to gather advocate feedback and iterate designs.
Designed SharePoint DEBUT informational architecture and layouts.
Created interactive prototypes for usability testing and stakeholder presentations.
Documented design decisions, style guides, and information architecture for handoff.

Project Highlights

Project Highlight 1: Advocate Tool Consolidation

Reimagined the DEBUT interface to combine multiple systems into one
Conducted internal interviews and testing sessions with Advocates
Designed dashboard-style layouts based on key call center workflows
Helped reduce call time by removing friction and clarifying data display

Project Highlight 2: DEBUT SharePoint Newsletter & Training Hub

In parallel, I designed a SharePoint-based informational hub to raise awareness and adoption of DEBUT internally. This included:

Resources Section: Linked to UAT environment, contact list, and contributor access
Quicklinks: Included training modules, outage reporting, feedback forms, PowerBI dashboards
Frequently Used Tools: Visuals and guides on how to start using DEBUT
Educational Content: “Did You Know” callouts, DEBUT’s journey, and engineering team highlights

Scope & Constraints

2-week agile sprints with monthly UX demos
Limited advocate availability for testing
High-volume stakeholder input requiring priority balancing
Strict launch timelines requiring MVP-level scope decisions

Process & Contribution

Daily standups and design/dev syncs
Documented flows and states in Figma and SharePoint
Worked cross-functionally with engineering, compliance, and product
Designed modular templates for scalability across internal tools
Developed low- to high-fidelity assets for testing and documentation

Outcomes & Takeaways

Advocate satisfaction increased due to easier navigation and centralized info
Call time decreased with improved first-contact resolution
The SharePoint initiative laid the groundwork for a stronger internal support and onboarding experience
Gained deep insight into how internal tooling can dramatically improve external user outcomes
Reinforced the importance of cross-functional UX delivery