Medical Mutual
End to end product design
PO, PM, 1 design lead, 3 product designers, 5 engineers,
Figma
Medical Mutual of Ohio is an American mutual health insurance company. It is the oldest and largest health insurance company based in Cleveland, Ohio, and serves more than 1.6 million customers. Employing 2,500 people, Medical Mutual is one of the biggest employers in downtown Cleveland.
Medical Employee Dashboard is an application designed for group administrators to manage employee benefits. I joined the project from sprint 0, leading and working with the design team in the creation of the MED system, ensuring a cohesive and user-friendly experience for both internal and external users.
The goal of this project is to create a unified portal that combines the three systems into one intuitive platform.
We conducted user research sessions with group administrators managing small and large organizations to understand their needs and expectations. This included interviews, competitive analysis of digital negotiation tools, and a heuristic evaluation of legacy systems. From our findings, we identified key positives, pain points, and aspirations, which we turned into actionable insights. These insights were then shaped into user stories, prioritized, and added to the backlog to guide development.
Detailed personas were crafted, which served as references throughout the design and development of the new platform.
The research process enabled us to understand the Group Admins and Total Rewards Analysts daily challenges and preferences.
These personas allowed us to create a story that resonated with users, team members and stakeholders.
Collaborated with designers, stakeholders, project owners and project managers to create user flows.
I led the migration from XD to Figma and collaborated with the team to establish a structured Figma workspace. Working closely with developers, we adopted Material Design as a foundation and created a custom design library aligned with MedMutual’s branding.
Up until now, users had to joggle between Excel sheets, emails and the three legacy systems to find information about users.
We introduced a flexible roster where Group Admins can quickly search and find specific information about policyholders.
Users receive multiple calls and emails during their day requesting specific sensitive member information.
We introduced a Member Details Page to be a reliable and fast source of truth to find the information they're looking for.
Users would submit changes and would not get informed about the change results. They had to reach out to other departments to find information.
We developed an Alerts & Notifications feature that indicates submission successes or errors, providing solutions for any issues encountered.
Open Enrollment is a fast-paced period where users need to select benefits for the policyholders and their dependents. Updating enrollment was a tricky task with the outdated systems.
We created a wizard with steps to allow an intuitive, more organized and easy way to manage and update member's benefits.
Users were concerned about losing their progress when submitting benefit applications due to potential shutdowns during the process.
We introduced an automatic and manual saving mode that got updated every time the user navigated to the next step.
Continuous user testing enabled us to validate our designs, ensuring they met user needs and improved overall user experience by identifying and addressing potential issues early in the development process.
Using think-aloud sessions with internal users, we observed participants as they navigated interactive prototypes and verbalized their thought processes while completing tasks. Additionally, we expanded our insights by recruiting external participants through usertesting.com.
From these sessions, we were able to gather valuable feedback and iterate on these critical functionalities to enhance the user experience.
Because of MED, Medical Mutual has grown their 2025 Medicare Advantage enrollment to 310% above their 2025 Annual Enrollement Period goal.
Migrated the team's design system to Figma, established file management rules, and led workshops to train designers and developers. This effort led to full adoption of Figma across projects and departments, including product owners, improving collaboration and workflows.
Multiple interviews to policyholders, internal and external group admins and daily collaboration with employees from departments like Membership gave me deep insight into the benefits management and insurance world.
Stakeholders' initial project vision didn't fully match user needs. User testing allowed us to validate the real user challenges and address them correctly. Alerts and Notifications were a good example of this.
As our Figma champion, Raysa has been instrumental in streamlining our design processes & system. Her expertise in Figma has not only improved collaboration but also enhanced the quality of our UX designs.
UX Specialist IV @ MedMutual
Raysa’s ability to transform complex requirements into intuitive and user-friendly designs is beyond impressive. She consistently delivers high-quality work that not only meets but exceeds expectations. Beyond her technical skills, Raysa is a fantastic team player.
Digital Product Owner @ MedMutual
Raysa is a powerhouse when it comes to Figma. She is an excellent listener/learner of our business and adds valuable contributions to every thought process and game plan we have.
UX Specialist II @ MedMutual