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Challenge
Challenge
Use company's content management system to design templates and display more relevant content for users.
Services
Services
Web Design, User Research, Prototyping, User Testing, Copywriting
Outcome
Outcome
Solved a top organization pain point. Users able to access information more easily, improving customer experience.
Organizational Overview
Organizational Overview
Work performed for a large healthcare company, offering a wide range of services to customers. The platforms enhanced mainly support customer service representatives who assist Medicare & Retirement members with a benefit allowance for items such as OTC products or healthy foods.
The Problem
The Problem
The company offers a variety of different benefit combinations which have different categories of approved product. Customer service representatives need to access information relevant to the specific member they are speaking with in order to best assist them.
The Solution
The Solution
First, I acquired information about each of the 30~ benefit combinations offered and organized the information based on the 3 web pages available per benefit combination. Then I created mockups for each page for each benefit combination. Then I created a 3-page prototype for one of the benefit combinations using HTML & CSS. I then user-tested the prototype with 8 users to gather feedback. Once the design was finalized, I built the pages for all of the 30~ benefit combinations and gathered additional feedback after deployment.
Conclusion
Conclusion
After deployment, the new designs were used by 7,000+ customer service representatives on a daily basis. Weekly meetings were utilized to gather reactions and feedback, which were largely positive. The new designs proved to be a "one-stop shop" for representatives to gather relevant benefit information while assisting members.
Get in touch.
Get in touch.
Whether you’re starting from scratch or need a refresh, I’d love to hear about your project. Reach out for a quick chat or a free quote.
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