Product Design & User Experience Research
Member Portal Redesign
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 over 10 months
Project Type
My role on this project was the lead User Experience Researcher.
Prior to this project, the team did not have an established research process. I leveraged the scale and scope of research needed on this project to create a structured research process that our team could use for this project and projects in the future.
I began research efforts by ensuring each feature had a planned research strategy to allow us to custom tailor our research efforts for each feature. Additionally, I used strategy sessions to educate the three junior designers on the team on research practices and research implementation.
​
Research practices we performed included:
-
Competitive analysis
-
Existing feature baseline usability testing
-
Secondary research on industry trends
-
User surveys
-
User interviews
-
Stakeholder interviews
-
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 Impact
Before our work, the Member Portal averaged 3 stars and only engaged approximately 30% of the enrolled members.
The new Member Portal launched in November 2023 to a small test group of members for live beta testing and fully launched in 2024. It was reported that monthly sessions reached 220,000 in 2024 and the mobile app's rating increased to 4 stars. I unfortunately left the project before learning the increase in enrolled member usage.