Product Design & User Experience Research
Member Portal Redesign Research Process
April 2022 - January 2023
Health insurance has never been known for leading in technology - but as the world around us is increasingly online, we sought to change this. Knowing that we had outgrown the previous platform our existing Member Portal was built on, the organization wanted to revolutionize our members' digital experience to make managing insurance more approachable and intuitive.
Problem Statement
How might we create an online experience for members that allows them to access and manage their insurance information in a smooth and efficient manner so that members can better self-service their insurance needs?
This project involved Product Research, Strategy, and Design
Project Type
My role on this project was the lead User Experience Researcher.
I led research efforts by ensuring each feature had a planned research strategy and educated junior designers on research practices and research implementation.
Since we were working feature-by-feature, the research process we created needed to be repeatable and flexible to the needs of each feature. To accomplish this, I ran a strategy session each sprint so we could custom tailor our research efforts for each feature.
Research practices we performed included:
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Competitive analysis
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Existing feature baseline usability testing
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Secondary research on industry trends
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User surveys
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User interviews
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Stakeholder interviews
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Analyzation of site metrics and site survey
My Role
​Once research was complete, I participated in ideation and brainstorming sessions with the full UX team to present research finding and begin the design process. After the initial rounds of design, I would sit in on design reviews to ensure that our research findings were being applied by the visual designers.
Project Status
I departed the project after the research for all MVP features had concluded. Today, the portal MVP will launch in November 2023 to a small test group of members for live beta testing.