Redesigning a Cluttered Member Portal
Medica: Member Portal
Introduction
Medica is a nonprofit health insurance company serving individuals and employers across the Midwest. This project focused on improving Medica’s digital experience for members so they could more easily access the tools and information needed to support their healthcare needs.
Problem: Medica operated separate member portals across multiple brands and claims platforms, creating a fragmented experience for members. The disconnected systems prevented Medica from delivering on their brand promise of simple, persona, and dependable service
Goal: Design a member portal that provides a seamless end-to-end authenticated digital experience for members across all brands and devices.
Process: After completing the broker portal, I shifted focus to the member portal. We held an onsite working session with the client to review two IA models and collaboratively developed a new IA model and sitemap. The team then executed four UX/UI sprints across desktop, mobile, and mobile app views. Following the sprints, we conducted user testing, iterated on designs based on feedback, and finalized the project with a thorough design quality assurance review.
Team: Executive Director of UX, UX Designer (Me), Project Manager, UI Designer and External Development Team
SOLUTION
I redesigned the member portal to deliver a simpler, more seamless experience that helps users quickly find the information that matters most to them.
IA/Navigation: The existing navigation included seven primary categories, which created unnecessary complexity. I simplified the structure to four primary categories and, based on user feedback, retained secondary descriptions in the dropdowns to help users better understand where each link leads.
The redesigned navigation organizes content into logical Primary Navigation categories (My Plan & Care, My Payments, My Claims, and Find a Doctor/Facility). My ID card stands out so the user can always find this no matter where they are on the site.
The Utility Navigation has Document Hub and My Account because these categories are important, but they are secondary in nature because the user is not always visiting these areas. The switch plan remains in the top right corner, but now the member can see the full plan name, plan number and active status without having to make an unnecessary click.
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By creating personalized and logical categories, helps the member digest the information a lot easier and they can quickly find what they are looking for.
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Dashboard/Home: The dashboard needed to be flexible enough to accommodate 3 states for members, which I was able to accomplish:
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Pre-Active / Pre-Binder - Member has enrolled in a plan, payment has NOT been made and plan isn’t active yet.
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Pre-Active / Post Binder - Member has enrolled in a plan, payment has been made and plan isn’t active yet.
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Active - member has enrolled in a plan, payment has been made and the plan is active.
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I surfaced essential content, including plan details, recent claims, spending, payments, and ID cards, to make key information easy to find. Due to business needs, "Next Best Actions" were placed at the top of the dashboard. ​
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Success
The client was very happy with the new member portal. They were so thrilled that they continued to work with us and I had the wonderful opportunity to help Medica with their public facing site as well. I collaborated very closely with their Senior UX designer and I helped create a survey for their nomenclature/taxonomy project as well. The client was very happy with our work for the member and public facing site.
