Grocery Delivery on Uber Health
Design lead | Live
Enabling care coordinators to book grocery and OTC delivery on behalf of Medicare Advantage members through Uber Health
Web + mobile web | 1.5 month design timeline
Who are we designing for?
Jamie
Care Coordinator at United Health
Wants to provide members with the care and services they need to achieve their health goals and utilize their benefits
Harry
Medicare Advantage Member
Wants to maintain his independence living on his own while still using up his medicare benefits and getting assistance on certain tasks where he can
User problems
Jamie
Care Coordinator | View full journey
Efficiency
Manually completing different tasks for different members on different tools is tedious and time-consuming.
Information overload + disorganization
She constantly has to juggle between different tools and systems to find member information and accomplish different tasks.
Variety of members with different needs
She is often working with 35-60 members at a time, all with uniquely different needs and there is no one solution for them all.
Harry
Medicate Advantage Member
Unable to maintain a healthy diet
He knows the importance of good nutrition but has a hard time maintaining it for a variety of reasons (food deserts, unaffordable meals, lack of awareness of meal benefits).
Accessibility challenges
He has difficulty completing tasks and working with newer tech.
Unable to maintain independence
He wants to maintain independence but doesn’t feel like he has the means and resources to do so.
Uber Health and the business opportunity
Uber Health originally started as a non-emergency medical transportation service that clinics could offer their patients for situations like a patient unable to drive home after a dialysis appointment.
As Uber Health aims to grow beyond rides, the strategy has been to expand to a portfolio of offerings that clinics and health plans can offer their members; including RX, grocery and OTC delivery. Health plans are more inclined in recent years to offer food-related benefits as the “food as medicine” preventative care approach has gained adoption. By unlocking this final piece of grocery and OTC delivery, Uber Health becomes a stand-out in the market as the first health tech solution to offer a one-stop shop for all delegated transportation and delivery.
Design needs
Boost coordinator efficiency
Fast tracking order creation with pre-curated item lists and the ability to re-order from past deliveries
One stop shop for coordinators
Preventing coordinators from having to bounce around between surfaces by consolidating all relevant info in one place
Accessible member experience
Meeting members where they are and giving them relevant order updates through SMS and mobile web
Solution
Editing a member profile
Jamie can get started by documenting Harry’s dietary needs and delivery preferences in his Uber Health profile.
Order creation entry points
She can then start a grocery delivery from the Uber Health navigation or from Harry’s profile directly.
Starting an order
Once Jamie enters the ordering experience, she can reference Harry’s dietary needs in the same view and better determine what to add to his order.
Pre-curated item lists
Instead of having to start from scratch, Jamie can create a cart more efficiently with pre-curated item lists like Heart Healthy Options, Dry Pantry Essentials, and more.
Tracking orders
In Uber Health, Jamie can track multiple orders at once and address issues that need attention like item substitutions, delivery delays, and more.
Member experience
Harry will receive order updates through SMS notifications and can live track his orders in mobile web
Next steps
Improving item lists
How can we build item lists to be more scalable, reliable and account for org-specific needs?
Eligibility and benefits
How can we enable coordinators to take into account member eligibility and benefit information during the ordering flow?
Transitioning members to self serve
How can we help members increase their agency and eventually place orders on their own?