Breakdowns

Trust in the Data

• What data comes from ScriptSourcing versus Highmark?
• Total amount paid is less than total amount allowed, I think I’m getting a good deal but I don’t really know
• Double check data
• Double check data for strange data
• Why is Lens pulling from 2017
• Is this file feed from my broker?
• Never another follow up data check after the first one

Coding Issues

• Member IDs aren’t useful, can’t validate those claims are correct
• User googled preventative codes and found 4 but there are really 12, so user saw incorrect data

Data Timing

• By the time claims are visible it's too late for interventions
• Most Critical Data: High Claimants shown only after the fact

Competing w/ Excel

• I would be scrolling blindly looking for when there’s a big cost or chemo
• Failed to run pivot in lens
• Found it quicker and easier to edit in Excel
• Quicker and easier to do task in excel
• Uses pivot tables in Excel due to the limits inside of Lens
• Tried to create a metric that produces a 1 for every individual and then could do math

Insight Workflow

• If a client just wanted this one page, it’s easier to delete everything else than to start a new one
• Would like to clone inside an insight
• Would like to save as, but can’t
• I’d have to clone and look for radiation, clone again for chemo
• User would like to be able to clone an insight while editing the insight
• Currently user can only save over the current from this view.

Navigation

• Total spend graph: two colors, med/pharma, click in and see breakdown –competitor view
• Looking for feed files went to my files first

Managing Cohorts

• Get instant benefit with zero effort (captive member) so why try?
• We have to work together to keep saving (captive members)
• You don’t do anything with the data (clients)
• your not taking action or can’t use the data (captive members)

Load Times

• Loading Error
• Long load times means I leave Lens and do something else
• 3+ minutes of waiting
• Nothing loading
• One load took 1 minute 10 seconds
• Loading was just so slow, user didn’t know if it was working or not

General Usability

• Constantly need todo these things to remember how to do them
• Did multitask but the insights, dashboards, and filters bogged him down
• Can’t find Pharmacy in fields, first tried dimensions then tried measures which are actually filters
• You don’t know what data to look at or how to measure client cost savings
• User tried to answer this within lens and failed, doesn’t know how to start
• It’s just not realistic to train employees on lens

Data Requests

• does onsite screenings, file feed from healthceck 360 w blood, a1c3, bp, cholesterol, user wants to qury this data
• quantify savings, but also level of effort
• medical model doesn’t show people without claims

Quick Questions

• Who has health issues and no claims?
• Who’s 16, are they covered? I can’t tell in lens
• try to answer easy questions in lens like 40-45 mamo
• I can’t filter dashboards by things i’ve created

Presentation

• I have to format the data
• Would be nice to present straight from lens
• If reporting could be done in front of the client or prospect it would be used, but using the tool in front of a client makes the user look like they are incompetent. so basically it’s a liability to use lens in front of clients “it would convey incompetence”
• Show us how you got the secret sauce? (user can’t show because it would show incompetence)