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PETE Dashboard

Business Opportunity

  • Before PETE, various research, processes, products and documentation in disparate, siloed locations across UHC and support teams, which drove the need to create an end-to-end site as a one-stop-shop for all onboarding processes and journey maps for various HCP personas.
  • PETE microsite will help businesses and product teams understand the different HCP personas and their needs by capturing the tasks, touch points, emotions, pain points and opportunities.
  • PETE can then used as a strategic decision-making tool to identify gaps or pain points in the digital experience, inform our product roadmaps, secure funding, and drive improved NPS in creating provider-centric products and making the onboarding process more effective and efficient.

Solution / Approach

  • PETE microsite is a centralized location for research, processes, and products that offers a holistic view across UHC.
  • PETE microsite was built in Docusaurus, an open-source platform that is widely used to create documentation websites. It is cost-effective, requires very little maintenance, and is easy to deploy through Github pages. React and MDX pages were used to make usage more effortless.

Key Metrics

  • Zero deployment cost for microsite created using Docusarus and deployed in Github pages.
  • Enhanced decision making by understanding of customers through visualization of the experiences and interactions with business.
  • By identifying touch points and friction areas, businesses and product teams can optimize processes, create better experiences, and improve products to better meet HCP needs.
  • Improves cross-departmental collaboration focus on common goal of improving the customer journey.
  • Helps to improve NPS, customer satisfaction, willingness to serve more UHC members.

Tech Stack

  • Docusaurus
  • React
  • MDX Pages
  • Abyss Framework

Resources Links

Next Steps

  • Schedule monthly updates to ensure the content, videos, and other resources remain current and relevant.
  • Explore integration with Lagoon for long-term content management and form building capabilities that will reduce maintenance efforts required by incubation team.
  • There are 4-5 additional journey maps and 1-2 service blueprints that should be added to PETE in 2025 to build out the true end-to-end for HCPs.

Feedback

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