Delta Dental

Collaboration with the School of Design at SFSU

This project was a collaborative work between our class led by a pro. Anita Wilhelm and Delta Dental team. The brief description of this challenge was to answer this question. How might we redesign the Provider Search experience so that patients can find the Dentist that is right for their needs?

There are significant opportunities to evolve and refine the currently barebones tool, using insights from our members and inspiration from best-in-class digital experiences. When our members can find the right Dentist for their needs, their satisfaction (CSAT) with our services increases, and perhaps more importantly, their health
outcomes improve.

Team Members
Tania Advincula, Andrew Basayne, Suzy Kiryukhina, Evin Ito, and myself

The problem

How might we provide patients with a better Provider Search Experience that will offer the necessary information they require in an intuitive and accommodating way, enriching the trust between Delta Dental and its users?

The Research Findings

Key Findings:

Around 70% of users said “No” when asked if they found what they were looking for.
The Average user spends around 5m47s on the find-a-dentist page.
Only 20% use the refine search capability. However, they use it in-depth to further narrow down their search.

Pain Points:

Patients are primarily unaware of what their current plan type is.
Delta Dental costs $770,000 for users to contact call centers to change their PCP.
Members do not trust the search results because they cannot find a dentist.

Proposal Statement

To build confidence and trust with Delta Dental users, the Provider search experience must be intuitive and accommodating so that the user reliably gets the necessary information. This can be done by:

They had a function thates the user with their correct network to prevent the need for outside help.
They are making the Filter system engaging for new and old users so they can find a dentist.
Providing more easily understandable information related review systems and location services so that users can make well-informed decisions when choosing a dentist.