Project Details
The project is aimed to provide a digital multi-platform application for customers to have a seamless experience all the way from plan selection to tracking benefits and rewards. It is a huge multi year initiative transforming all the digital touch points related to Florida Blue. The initial research pointed to pain points in each and every phase of the customer journey and the aim was to address most of the pain points and provide an appropriate solution. The Prototypes designed are in accordance to responsive grid systems, WCAG and ADA accessibility guidelines.
My Role
I worked as lead designer for this project leading a small group of designers. I was involved in both research and prototype design relative to this project. I worked closely with Product Managers, Strategists, Metrics team, Market Research team and Agile IT Development teams.
Methodologies Used
Design Thinking
Process Mapping
Personas
Journey Mapping
Cognitive Walkthrough
Participatory Design
Rapid Iterative Prototyping
Quantitative Data Analysis
Tools Used
Adobe Creative Suite
Vizio
Qualtrics
User Zoom
Proto Share
Impact
The project had been delivered to a user base of more than 3 million
Significant increase in user engagement on Florida Blue's digital platform
Enhanced experience in Customer On-boarding
Effective process mapping lead to identification on new KPIs
Increase in the NPR for Florida Blue
Opened up avenues of improvements for existing applications across the organization
