Healthcare: Web Design

The company offers a variety of different benefit combinations which have different categories of approved product.  Customer service representatives need to access information relevant to the specific member they are speaking with in order to best assist them.

First, I acquired information about each of the 30~ benefit combinations offered and organized the information based on the 3 web pages available per benefit combination.  Then I created mockups for each page for each benefit combination. Then I created a 3-page prototype for one of the benefit combinations using HTML & CSS.  I then user-tested the prototype with 8 users to gather feedback.  Once the design was finalized, I built the pages for all of the 30~ benefit combinations and gathered additional feedback after deployment.

After deployment, the new designs were used by 7,000+ customer service representatives on a daily basis.  Weekly meetings were utilized to gather reactions and feedback, which were largely positive.  The new designs proved to be a "one-stop shop" for representatives to gather relevant benefit information while assisting members.