Find a Dentist

Redesigning Beam's dentist search experience led to users spending 90% less time finding an in-network provider.

Find a Dentist
Timeline

4 months total

Jun 2021 - Aug 2021
Sep 2022

Roles

Research
UX design
UI design
Usability testing

Tools

Pen & paper
Figma
Google Meet

Problem

Beam's 'Find a Dentist' tool hadn't been updated in a long time. As such, there were some vulnerabilities and concerns with missing or inaccurate information, and the experience was not mobile-friendly or accessible (>40% of visits were on a mobile device). Site visitors would spend up to 5 minutes to find the office or information they needed. Additionally, we noticed that over 40% of dental claims that members filed were with out-of-network (OON) offices, which (at 1% ≅ $115k in additional costs) comes out to a $4.6 million loss that the business can and neede to mitigate. So we asked:

My attempt at using the 'legacy' tool

Additionally, we noticed that over 40% of dental claims that members filed were with out-of-network (OON) offices, which (at 1% averaging $115k in additional costs) comes out to a $4.6 million loss that the business can and should mitigate. So we asked:

How might we optimize dentist search experience data integrity + UI, and drive members to use in-network (INN) providers?
Process

I took a more linear approach for this initiative, considering what makes a good provider search experience and where/how we can close any high-priority gaps in our search experience.

my process for designing Find a Dentist: analyze competitors and current tool UX, explore via sketches and wireframes, test and iterate as often as needed, move to high-fidelity designs, then consider post-launch enhancements and/or explorations
my process for designing Find a Dentist: analyze competitors and current tool UX, explore via sketches and wireframes, test and iterate as often as needed, move to high-fidelity designs, then consider post-launch enhancements and/or explorations
Solution

The updated 'Find a Dentist' design resulted in an up to 90% faster search experience for visitors, providing clear hierarchical information as well as new details like:

  • search/filter by languages spoken
  • search/filter by specialties
  • listing network(s) an office is part of
  • handicap accessibility status
  • accepting new patient status

We used the blank state of the search experience to include brief messaging and a link to educate members how they can save by visiting an INN vs an OON dental office, to reduce that 40% OON claim filing as much as possible. The best part: it is now mobile-responsive!

Full case study coming soon

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