A website and web application redesign that puts the customer first.

The Goals

  • Revamp customer experience for
  • Attract new members
  • Help members apply for and understand health insurance options

The Approach

  • Employed User-Centered Design
  • Implemented rapid prototyping
  • Incorporated Usability testing

The Results

  • Improvement in customer satisfaction scores
  • Increase in prospects and new members
  • Increase in provider interest

I led UX for the redesign of The redesign included a complete overhaul of the customer experience for the website and an insurance Web application for prospective customers to be able to identify the different types of insurance they qualified for and apply for coverage. The redesign also happened with the advent of the healthcare reform act and needed to account for new guidelines and policy.