Member Benefits Redesign
When members log into their insurance web portal, they expect to find the information they need quickly and efficiently. When they find that information, it should be easy-to-understand and leave them feeling confident in their plans coverage.
Project Overview
When members logged into the Excellus web portal, research showed that members struggled to find their benefit and coverage information, and did not understand what little information they did find.
Our Goal
Update the current experience to guide members through their benefits and coverage in an intuitive way, and give them the tools they need to better understand their coverage.
Process Overview
1.
5.
Test the current experience
2.
4.
Create design informing models
3.
Build lo-fidelity prototypes
Test our prototypes
Create hi-fidelity wireframes
Research Insights
Test the current experience
Benefit Categories
Build lo-fidelity prototypes
Design Informing Models
Meet our personas
Journey Mapping
Member Dashboard
Participants were tasked with trying to identify what their coverage would be for different benefits. The first was to figure out what their coverage would be for occupational therapy, the second was to find coverage for a cholesterol triglycerides test, and the last was to find coverage for an MRI.
Overall, particpants struggled with 3 or 4 main things:
List View
Test our designs
During research we asked participants to share some demographic information (if they were willing), and observed them closely during their tasks. This allowed me to gather enough data to synthesize research-based personas. I created three personas based on the different types of plans that our members might have. After creating the personas, I helped lead the project team through three journey mapping experiences (one for each persona).
Lo-Fidelity Prototypes
Test the current experience
Create design informing models
Build lo-fidelity prototypes
Benefit Details
Benefit Details - Understandability Elements
Hi-Fidelity Prototypes
Refine & Repeat!
I designed lo-fidelity prototypes with intent to solve some of the problems that participants faced. Our next steps were to test the wireframes with a new round of participants and discuss technical feasibility with the web team. I also demoed the wireframes for different stakeholder audiences to ensure we didn’t miss anything during research or overlook any business needs.
1.
2.
3.
1.
1.
Test the current experience
2.
Create design informing models
3.
Build lo-fidelity prototypes
Grid View
2.
3.
Test the current experience
Create design informing models
Build lo-fidelity prototypes
After testing our lo-fidelity wireframes, we made some adjustments to the prototypes and began to move towards hi-fidelity wireframes. Overall, participants had a higher success rate with the new designs and the team felt satisfied with making adjustments to the term definitions and side navigation.