This page is under construction. Images are placeholders to illustrate intent while planning this page's contents and sourcing old design files.
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This page is under construction. Images are placeholders to illustrate intent while planning this page's contents and sourcing old design files. 〰️
CLIENT: BCBSMA
Role: Enterprise Director of UX, UI, and Accessibility | Team Lead
Transformed BCBSMA become a leader in navigating chronic and specialized health situations by highlighting innovative partnerships for members to have meaningful experiences with health care providersImproved CSAT score while setting the design org roadmap and contributing to company-wide OKRs.
THE CHALLENGE
Decreased member engagement
Members were not engaging with highly-invested virtual care options on MyBlue member portal.
Limited awareness
Members were not aware of the offerings
Unmet needs
It was difficult for members to navigate their prioritized tasks with BCBSMA, nevermind learn about new offerings or benefits they may not have been eligible for or interested in.
Final Designs
Updates to the member portal’s homepage to restructure content, rearranging new menu labels, and optimizing the search results page.
Learnings
Reflecting on my work and the overall team operations to leverage insights into future projects:
I’m better at facilitating multiple teams of experts in varying fields such as Behavioral Science, Consumer Research, Content Strategy, UX Writing, and Engineering for collaboration workshops.
I’m a stronger partner with better intrapersonal communication to ensure we had data-driven design solutions that could be built using the technology platforms and limitations we faced as an enterprise.
The process for teams to collaborate was improved during this project.