Community Health Options
Challenge
Community Health Options is a non-profit health insurance company serving Maine. They provide healthcare for employers and employees, while also selling their products through online portals. Having a legacy system, Community Health Options wanted to create a new member portal and provider lookup tools. Community Health Options rapidly implemented many different software applications from third-party vendors, which brought numerous technical challenges and limitations. We had to ensure HIPAA and other regulatory compliance as healthcare and insurance systems in the US must meet rigorous standards.
Solution
As usability is key for effective portals and serving healthcare and health insurance in the United States, we improved the overall UX of their digital product. Throughout our thorough discovery process, user and stakeholder pain points, needs, and expectations were verified, and from those, we developed a customer experience journey-map and optimized it step by step. Using an iterative design methodology, our user experience team presented the results of the design phase to Health Options in a series of collaborative review workshops. Our UX Design and Quality Assurance designed and tested the site according to WCAG 2.1 level AA standards, which Health Options specified as a project requirement. To ensure HIPAA compliance, the team developed a plan that would implement the proper code structure and security requirements from the start. This approach eliminated the need for rework and resulted in significant cost-savings for Health Options. We built Community Health Options a provider directory, and since this was a multi-component development project, they decided to move into a staff augmentation model with us as well. We took a proactive and thoughtful approach to constraints and potential roadblocks.
Results
We built Community Health Options a provider directory, and since this was a multi-component development project, they decided to move into a staff augmentation model with us as well. We took a proactive and thoughtful approach to constraints and potential roadblocks.
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