The Company: One of the largest, customer-owned health insurers in the US
Our client offers a variety of health and life insurance products and related services to employers and individuals.
The client was in the process of redesigning its employer, sales and consumer facing user interfaces in order to streamline internal operations and improve efficiency and brand experience for three primary audiences. With customerfacing work already under way, the client reached out to KORE1 to provide consultants for the experience design, testing, and development.
The Challenge: Update brand, keep consistency and create a great UX
The client wanted to refresh the design of its employee portal across many of their sales markets to match its global marketing message. As a result, they needed to re-visualize the existing site, which was beginning to show its age.
At core, the client wanted to uncover and prioritize a ‘wish-list’ of functionality and content from internal stakeholders and end users. The organization needed a flexible, scalable content and navigation strategy for the site that would work easily with the new portal platform under implementation (IBM Websphere). Compounding the challenge, the design also needed to complement the existing database structure and support future growth and innovations.
The Strategy: Research, Requirements and Design
KORE1’s team worked closely with the client and their internal usability group to redesign the site on a new portal platform. They designed and conducted extensive field research in four sales markets, interviewing key stakeholders and end-users to uncover functional, usability, and content requirements for the organization while building an understanding of the user base and their unique needs.
Early on, the team created concept designs around the strongest site messaging to carry forward both visually and through the information structure. Then, they created rapid iterations of an interactive prototype, conducting in-person and remote usability testing to uncover best practices and trouble spots.
Having confirmed design and experience structures, the team provided scalable ‘portlet’ templates, design style guides, and front-end HTML and CSS development to be applied to all pages and portlets throughout the site.
The Solution: Moving forward
Since the successful implementation of this first experience redesign, KORE1 consultants have since been retained to begin work on the additional portal site redesigns, applying the advances created initially for employers across the remaining portal experiences.