Client
Regence Blue Cross
Overview
Managing health insurance claims was a confusing, time consuming experience for members. This was easily confirmed through heuristics assessment, user research, and a significant percentage of customer service calls. The process needed to be simplified, focused, and intuitive.
Role
UX Design
Visual Design
Prototyping
The Challenge
Organize vast amounts of data so users could locate just what they needed at different phases of the claims process without feeling overwhelmed. Refine flows to focus on the why, remove barriers and reduce steps for task completion. Strive to have all relevant information accessible in one click.
The Solution
Built prototypes for user testing, presented findings to stakeholders, and gathered feedback. Coordinated internal testing for subsequent iterations and finalized visual design for sign-off. Worked with the engineering manager to implement sweeping updates without adding unnecessary dev-hours.
The Result
Reduced online claims specific customer service calls by 50% Received positive feedback from internal teams, stakeholders, and leadership. Components and patterns became core pieces of the design system.
