product and experience designer in Seattle. Not Ben Gibbard.
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Helping benefit coordinators take better care of their employees

A customer-first redesign of Array Health’s benefit coordinator experience resulted in a 70% drop in support calls and praise from customers. Role: UX/UI designer.

 Born out of sessions talking with our customer support team and looking at navigation patterns, we realized: one of the toughest things about insurance is getting the right information about the right person at the right time.  Understanding “ what’s happening when”  and communicating it expediently and confidently was challenging—life events, enrollment periods, coverage start and end dates all on different timelines and affecting each other.  The work done looked like this:  - A full re-architecting and redesign of the administration experience based on research (frequency-and-urgency tasks as well as card-sorting exercises), ultimately allowing us to cut the number of pages (thus clicks) required to navigate to primary personal information in half.  - A ground-up design of an events timeline communicating the “what happens when” for  personal coverage-related events, and allowing users to time-machine around and see what coverage will be—or was—in affect on a specific day.

Born out of sessions talking with our customer support team and looking at navigation patterns, we realized: one of the toughest things about insurance is getting the right information about the right person at the right time.

Understanding “what’s happening when” and communicating it expediently and confidently was challenging—life events, enrollment periods, coverage start and end dates all on different timelines and affecting each other.

The work done looked like this:

- A full re-architecting and redesign of the administration experience based on research (frequency-and-urgency tasks as well as card-sorting exercises), ultimately allowing us to cut the number of pages (thus clicks) required to navigate to primary personal information in half.

- A ground-up design of an events timeline communicating the “what happens when” for personal coverage-related events, and allowing users to time-machine around and see what coverage will be—or was—in affect on a specific day.