Designing a Cure for Healthcare Confusion
The complexity of this undertaking was enormous due to daily changes in legal mandates, a constantly changing scope and organizational challenges. Adding to the confusion, customers had no idea how the new changes would affect them.
Building upon research provided by IDEO, we streamlined the purchase experience while accommodating for the complexity of data sources. Our strategy team leveraged “human-centered design” to pave a clear user path so both desktop and mobile visitors could easily find the right healthcare plan. The new KP shopping tool that we created makes it easy to find the best value and to show or hide tax credits.
Within 90 days of its launch, the new KP site surpassed 1 million user visits while accepting nearly 40,000 new applications. KP met the federal mandates but the real benefit was happier, healthier customers.