All work

Corvina CareOngoing

Benefits members can tell apartinstead of a list of providers

Wireframe: the portal home, organised by situation
Wireframe: a handoff screen that explains what comes next
Wireframe

UX strategy and redesign for an employer-paid wellness portal in the US: audit, support research, information architecture and service design.

Corvina CareUX strategy and redesignOngoing

The challenge

Where it started

An employer-paid wellness portal bundles telehealth, counselling, prescriptions and health content, each from a different provider. Members had access to all of it. Very few used it. Corvina Care is not the real name: client and providers stay confidential.

The turn

The brief
A list of providers
What was in the way
“I need a doctor now”

Insight

The portal was organised the way the company buys services: by provider.

Members arrive with a situation. The support team's calls confirmed it: people asked which service to use, codes failed when they called without the portal, and two telehealth entries looked the same.

Before and after

Before: by provider

  • Telehealth
  • Counselling
  • Prescriptions
  • Health content

How the company buys services

After: by situation

  • Need care now
  • Something in your life
  • Your medications
  • Explore and learn
  • Not sure? Talk to someone
  • Know what comes next

How members arrive

What was done

Scope

Heuristic audit · Support research · Information architecture · Service design

What support heard most

  • “Which service do I use?”
  • “My code failed when I called.”
  • “Two telehealth entries look the same.”

01

Audit and listen

A heuristic review of the whole portal plus the support team's call patterns, which surfaced friction no dashboard showed.

Low-fi wireframe

Good morning

1 · Need care now

Talk to a doctornot set upLearn more
Telehealth partnerFree · 24/7 · illness, prescriptions, lab orders, referrals
Call a doctor nowno account neededSet up and start a visitset up once, then it's instant

2 · Support with something in your life

Feeling anxious, stressed or lowSomething at workA legal questionMoney and debtMy relationshipFamily and caregiving
Talk to someone nowAny topic, any hour. No account, no forms.Call

3 · Your medications

Fill a prescriptionsigned in
Pharmacy partnerSearch medications

4 · Explore and learn

Check your vitals · phone onlyLook up a health topicArticles and videos

Fixed order. Personalised content, never personalised structure.

02

Re-cut the home around situations

Need care now. Support with something in your life. Your medications. Explore and learn. Six situation tiles instead of a list of programs, and a direct line for anyone who doesn't want to choose.

Low-fi wireframe

Not set up

Talk to a doctornot set up
Telehealth partnerFree · 24/7
Call a doctor nowSet up and start

Set up

Talk to a doctor
Telehealth partnerFree · 24/7 · last visit [date]
Start a visitCall instead

Learn more, opened in place

Talk to a doctorTelehealth partner
What you can use it forEveryday illness, infections, rashes, minor injuries.
What it takesCalling connects you straight away. Online takes a few minutes the first time.
Good to knowNo appointment, any hour. Not for emergencies.
Call a doctor nowSet up and start a visitSee full details

Same three lines on every card: what you can do, who provides it, what it costs.

03

Make every step predictable

Each card says what you can do in the member's words, who provides it in small type, and what it costs in one line. A handoff screen explains what comes next before anyone leaves the portal.

The flows

Low-fi wireframes

Every step says what comes next

← BackFeeling anxious, stressed or lowOpens the counselling partner's site. Confidential: your employer is not told.
1
2
3
Continue to the partner siteCall instead
Handoff: the title is the exact label that was clicked. It asks for nothing.
← BackMy relationshipTwo ways to get help. You can use either, or both.
Talk to a counsellorPhone, chat or video. Available now.Talk to someone
Work through a programOnline, at your own pace, with optional coaching.Start the program
Fork: two services for the same need, at equal weight.
← Back to home
Service name
PrimarySecondary
What you can use it for
How to get started
Common questions
If you'd rather call
Good to know
Related
Service detail: one template for every service.

Result

Ongoing

In progress: research is done and the first design phase is underway. Results will be added when it ships.

What this case teaches

Ordering by how often something is used is anticipation, not a value judgement. Personalise the content, never the structure.

Next project: H. Fabrics

Selling fabric by what people make

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