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Hybrid user experience
Aug 21, 2026
This section outlines the hybrid user flow designed to support both Guest (non-member) and Member experiences within a unified digital platform. It covers the user journey through registration, login, fast-track registration, Children's Online Privacy Protection Rule (COPPA) restrictions, password recovery, Multi-Factor Authentication (MFA), and step-up features that a non-member/member user would experience in the journey.
Problem statement
In EDA, the hybrid flow shall support both guest (non-member) and member registration and login experiences. Portals or applications with unique requirements for supporting non-members and later upgrading them to members should offer quicker and faster registration options for users.
Initial impacted personas and LOBs
Non-members and members of Optum LOB. The solution shall be extended to UHC LOB as well in the future.
Hybrid experience
The Hybrid Experience enables users with the flexibility to engage with the digital platform either as a Guest (unmatched account) or a Member (matched account), depending on their preferences and available information. This flow supports a mixed population of Guest and Member accounts within the same experience, with a long-term objective of transitioning all users to a full member experience.
- Guest access: Users can opt to proceed without providing an identification number by selecting the “Skip for now” option. This creates an unmatched account, or a base or non-member account. Guest users have restricted visibility into benefit information and services.
- Member access: When users provide valid identification details, they are matched to their records and granted full access as Members. This includes complete visibility into all eligible benefits and services.
Features
- Registration: Provides Members and Guest users with a seamless and secure HSID registration and login experience.
- Account upgrade: HSID and applications can trigger an account upgrade from a Guest to a Member account.
- Smart match: Identifies the golden record, which comprises all demographic data of a user from every source system of record.
- COPPA compliance: Enforces COPPA1 (Children's Online Privacy Protection Act) compliance for applications that require it by restricting users under the age of 13 during registration.
- Fast-track registration: Enables user migration and faster, seamless registration. The portal uses the API to generate an interactive real-time link, ensures COPPA, DOB validations, and sends it to the user. The user receives a registration link via email or SMS, valid for a specific period, and clicks it to access the identity verification page. Fast-track registration will enhance user experience, reduce barriers to entry, and provide a seamless and time-saving experience, encouraging higher user engagement and registration rates.
- Assisted registration: A feature designed to simplify and assist in the registration process by prefilling the user’s demographic and identity information captured by the application. Usually, the application invokes this process during run time for faster registration. This makes registration simpler, smoother, and quicker.
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