Client
Regence Blue Cross
Overview
Managing health insurance claims was a confusing, time consuming experience for members, easily confirmed through heuristics assessment, user research, and a significant percentage of customer service calls.
Role
UX Design
Visual Design
Prototyping
The Challenge
Make it work better.
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 engineering manager to implement sweeping updates without adding unnecessary dev-hours.
The Result
Reduced claims focused customer service calls by 50% Positive feedback from internal teams, stakeholders, and leadership. Components and patterns became foundation for future design system.
