Humana Case Study

Updating The Advocates Tool & Creating Sharepoint Site

"Note: Some details have been generalized to respect confidentiality."

Snapshot

Company: Humana

Domain: Health Insurance / Member Benefits (Internal Tools)

Project: DEBUT — Advocate Tool Consolidation + SharePoint Training Hub

My Role: UX Designer

Team: Product Owner, Developers, Content, Stakeholders (including legal/compliance)

Delivery: 2-week agile sprints + monthly UX demos

Outcome: Helped streamline advocate workflows by consolidating key information into a more unified experience and supported adoption with a SharePoint-based training and communication hub.

Overview

Humana Inc. is a major U.S. health insurance provider focused on Medicare and Medicaid solutions. I contributed to internal tools used by Humana Advocates to assist members.

My primary initiative supported a unified platform—DEBUT—designed to reduce screen switching, improve clarity, and help Advocates resolve member questions more efficiently.

Problem Statement

Humana Advocates were navigating 3–5 disconnected screens to answer benefit inquiries.

This increased call time, lowered customer satisfaction, and created inconsistencies in how information was communicated. Humana needed a single, streamlined interface to unify these tools and support quicker, more accurate resolutions.

Users & Audience

Primary Users

Humana Advocates supporting Medicare, Medicaid, and Dual Eligibility members.

Secondary Users

Internal stakeholders including developers, legal/compliance, and content teams.

End Customers

Members relying on Humana’s coverage—often in time-sensitive or high-stress situations.

Goals

Reduce

Reduce advocate friction by minimizing screen switching and redundant steps

Improve

Improve scan-ability and information hierarchy during active calls

Support

Support consistent training, adoption, and ongoing updates across teams

Deliver

Deliver an MVP scope that could ship under strict timelines

My Role and Responsibilities

Created advocate scenarios, journey maps, task flows, wireframes, and interactive prototypes
Collaborated daily with developers, product owners, and content partners in agile sprints
Applied accessibility and cross-platform usability best practices across designs
Participated in advocate feedback sessions and iterated designs based on findings
Designed SharePoint information architecture and layouts for DEBUT enablement
Documented design decisions, patterns, and handoff materials for implementation

Project Highlights

Project Highlight 1: Advocate Tool

What was happening (Before)

Advocates often had to open multiple systems to complete a single benefit inquiry. The experience increased cognitive load during calls and made it harder to deliver consistent answers.

What we changed (Solution)

Reimagined the DEBUT interface to combine key systems into a more unified workspace
Designed dashboard-style layouts aligned to common call-center workflows (so the most-used information appears first)
Simplified hierarchy and labeling to reduce “hunt-and-peck” behavior during active calls
Developed modular layout patterns so the approach could scale across additional internal tools

Why it mattered

A unified information layout reduced friction during high-pressure calls and helped Advocates focus on resolution instead of navigation. (Ux Design Portfolio)

Project Highlight 2: DEBUT SharePoint Newsletter & Training Hub

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

Resources: UAT access, contacts, contributor access
Quicklinks: training modules, outage reporting, feedback forms, dashboards
Frequently Used Tools: visuals + guides for getting started
Educational content: “Did You Know” callouts, DEBUT journey, and team highlights

Scope & Constraints

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

Process & Contribution

Aligned with Product + Engineering on MVP scope and workflow priorities
Documented task flows, states, and edge cases in Figma and SharePoint
Designed low-to-high fidelity prototypes for review, iteration, and usability evaluation
Supported implementation with modular templates and documentation to speed delivery

Outcomes

Advocates reported easier navigation due to more centralized information
Reduced friction during benefit inquiries by minimizing screen switching and clarifying data display
SharePoint hub improved internal communication and onboarding support for DEBUT

Evidence

Advocate feedback gathered during reviews/testing sessions informed iterations
Monthly demos aligned stakeholders on decisions and reduced late-stage rework

Key Takeaways

Internal tools UX can directly improve member outcomes by reducing friction at the point of service
Clear workflow hierarchy matters more than “more data” in high-pressure environments
Adoption enablement (training + comms) is part of shipping, not an afterthought