Overview
Lead a team in creating a new experience for Blue Cross Blue Shield customers that will simplify the way they view and access their claims.
My Role
- Senior User Experience Designer
Stakeholders
- Customers
- Customer Service
- BCBS Leadership
Tools
- Mirro
- InVision
- Sketch
- Teams
- Outlook
- Figma
- Jira
- GitHub
The problem
Users were frustrated with the fact that they couldn't easily access their Explanation of Benefits, they had a hard time viewing multiple claims at once, and were completely irritated with how they had to filter their claims. They reported that there was important information that they could not readily view as well.
Users also complained about the way their claim details were displayed. They didn't see the information they expected, and spent too much time searching for details they could not seem to locate at all.
The wrong solution
Our Net Promoter Score was down and Leadership was in a hurry to find a solution. They insisted we didn't have time to research and interview users. With little knowledge on what users really needed, I lead my team to create a quick solution that was visually pleasing, but did not address specific user pain points.
A user driven solution
:When the untested designs were released, our Net Promoter score plummeted even more. Users protested that the new look and feel was worse and un-usable. Leadership and stakeholders agreed that my team could run a proper research study and user testing to identify what customers really needed from their Claims' experience. With those results, I lead my team in thoughtfully implementing the user feedback using the steps in my design process. The response was incredible!
That's a win!
When the new Claims experienced was launched, our Net Promoter Score went up 20 points!
Other problems to solve
I scheduled ongoing sessions with my team to review customer feedback and create a backlog of work for us to improve their experience. We addressed and simplified their inquires such as how to file a claim, printing a claims page, claims screen prints views, and so much more.
