Colour
- Granite#213532 · Surface
- Page#F1F3EF · Canvas
- Signal#C9F59A · Action
- Data#7DAEE8 · Plan share
- Ink#0E100F · Text
Signal is the only action colour. Data blue is reserved for plan-share and charts. It never carries meaning on its own.
Nivora Health
Healthcare, without the maze.
A large US healthcare organisation needed members to understand their benefits, find care and read a claim without first learning how the company is organised internally.
The work wasn't redesigning screens. It was turning a dense collection of insurance workflows into an experience people could read and act on in a single pass.
Client under NDA · Organisation, network, plan names, figures and branding fictionalised
Challenge
Members arrive unsure, sometimes worried, often unfamiliar with insurance language, while the platform still has to expose a great deal of detail. Four frictions kept repeating.
Understanding my healthcare
The member’s goal
Fragmented information
Health and insurance detail scattered across unrelated parts of the experience.
Backend-shaped tasks
Claims, benefits and providers mirrored internal systems, not member thinking.
No obvious next step
Information arrived without an action, so members simply searched again.
Support came too late
The path from self-service to a human was never visible until it was needed.
One goal. Four barriers.
Members needed clarity. Fragmented information, unfamiliar tasks and hidden support kept getting in the way.
Approach
Four moves, run as a loop rather than a relay. Each one fed the next and came back around.
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Discover
Stakeholder interviews, workflow analysis and the gaps between what members needed and what the system exposed.
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Shape
Information architecture, journey models and prioritisation rebuilt around member intent.
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Prototype
Low-to-high fidelity flows used to settle product questions before anything reached a sprint.
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Ship
Responsive specs and design-system patterns refined alongside engineering, review by review.
Organized around what members need
The earlier model asked members to navigate departments and systems. The portfolio concept brings tasks into five peer destinations, with support available across the experience.
- Access
- Sign in
- Create account
- Reset password
- Help
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Home
Member Overview
- Coverage & Member ID
- Care Team & Household
- Spending Progress
- Quick Actions, Estimates & Reminders
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Find care
Within the Selected Plan
- Search by Provider or
Specialty + Location - Refine Results
- Provider Results
- Profile / Booking Handoff
- Search by Provider or
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Claims
Dated Care and Cost Ledger
- Yearly Cost Summary
- Search & Filter Care Ledger
- Claim or Care Entry
- Balance / Re-Check / Related Records
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Benefits
Limits and Network Costs
- Member & Plan Context
- Deductible and
Out-of-Pocket Progress - Coverage &
Network Cost Comparison - Explanations / Plan Documents
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Nivora 360
Reminders + Ongoing Support
- Time-Sensitive Reminders
- Recommended Program
- Browse Programs by Need
- Program Details / Joining Path
Member Support - Available when a member needs guidance
Solution
Six member journeys replaced department-led navigation. Every surface follows the same order: status, meaning, action and support.
Design system
Salesforce Lightning gave us the foundation. Healthcare gave us the exceptions, so the system was extended, not reinvented.
Components
Actions
Find care
Submit a claim
View details
Cancel
Status
Covered in full
In review
You owe $42
Not covered
Inputs & filters
Search specialists, clinics or conditions
In networkAllTelehealth
Tokens
Spacing
4 → 48 on an 8px base grid
Radius
6 controls · 10 chips · 14 panels · 20 cards
Elevation
Flat · Raised · Overlay
Layout
1240 content · 100 margin · 24 gutter
Motion
120 hover · 200 state · 320 transition · ease-out
Typography
- Inter
- Display · 700
- Inter Semibold
- Heading · 600
- Inter Regular
- Body · 400
- Inter Medium Caps
- Label · 600 / 1.6 tracking
Iconography
One stroke weight, one corner language, sized to the text it sits beside.
Patterns
- Navigation
- Six member tasks, never six departments
- Cards
- One decision per card, one action
- Status
- Colour plus a word, never colour alone
- Forms
- Label above, help below, error in place
- Filters
- Applied state always stays visible
- Empty states
- What happened, then what to do next
Impact
The programme never published uplift percentages, so this reports what actually changed in the product rather than invented numbers.
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6
Member journeys
Six recurring healthcare tasks replaced six internal departments in the navigation.
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12
Reusable patterns
Salesforce Lightning extended with healthcare-specific components and states.
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3
Viewport tiers
Desktop, tablet and mobile designed from their own priorities, not compressed.
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4
Steps, everywhere
Status, meaning, action and support became the order of every surface.
From a portal you had to decode into a product that tells you where you stand.
Good healthcare products don't make people better at navigating healthcare systems. They make healthcare systems require less navigation.
If I picked it up today
Personalised prioritisation
The home surface should adapt to a member's current healthcare context instead of showing everyone the same hierarchy.
Conversational guidance
Insurance questions suit contextual assistance, as long as the explanation is transparent and a human stays one tap away.
Faster prototype-to-product loops
Modern prototyping and AI-assisted builds close the gap between a concept and something a real member can try.
