Blue Cross NC embraced a user-centric approach to enhance their platform and boost their retention rate, which stood at 27% for members turning 65 and considering Medicare plans.
Leveraging in-depth research from Blue Cross NC, we developed a plan recommendation tool and revamped the platform. This redesign included user testing, larger visual elements, straightforward layouts, clear instructions, and engaging animations to facilitate an easier enrollment process.
Through comprehensive user testing, Blue Cross NC gained significant confidence in their new Medicare Plan Finder, achieving an 89% task completion rate. This successful usability approach is now being applied to further redesign their website.
As members turned 65 and began considering Medicare plans, Blue Cross NC saw a retention rate of only 27%. They needed to shift from a plan-based to a user-centric approach in order to entice members to choose Blue Cross NC Medicare. They also needed to simplify the platform to eliminate any confusion and enhance self-service capabilities to facilitate a simple plan change.
After gathering research from user-centric workshops and leveraging customer research provided by Blue Cross NC, Appnovation built a tool that recommends a plan to fit users’ lifestyles, using data that Blue Cross NC already had. To ensure an easy enrollment process, we implemented a new content strategy and user testing to design a platform with larger elements, simple layouts, clear instructions, and relevant animations.
Thorough user testing and design iterations have given Blue Cross NC stakeholders confidence that the new Medicare Plan Finder will better serve their clients. At the end of our iterative design process, we found that on average, users were able to complete their tasks 89% of the time. We are continuing our work with Blue Cross NC to design and build the rest of their website with the same usability mindset.
At Appnovation, we are dedicated to enhancing customer experience with our user-centered digital solutions. Our expertise in the healthcare sector enables us to create intuitive platforms that significantly improve user engagement and task completion rates. Specializing in User Experience and Interaction Design, we combine user insights and UX best practices to craft seamless digital experiences that differentiate your brand and build loyalty. Let us transform your digital interfaces to boost efficiency and user satisfaction.
