About the client
Our client is a US-based nonprofit insurance company dealing with health insurance within the medical industry. They have over 2 million subscribers who are insured through employer insurance packages.
Client Challenge
Working with a third-party platform to maintain their voluminous member database, our client was finding it challenging to continue providing services to their esteemed members. They had to pay upgrade costs while they could not get the benefits. The user experience was nothing big to talk about as most members complained of how difficult it was traversing their website portal. The client decided to have their own in-house portal to manage member information, reduce their IT cost overhead while providing superior customer experience.
Movate Solution
Movate studied the client’s situation and came up with the following scope of work that included:
- Partner the client in establishing an in-house engagement portal for TPA and insurance payers.
- Craft a product development strategy across the entire lifecycle of building a member engagement portal.
- Design and develop the portal within the AWS infrastructure to seamlessly transition current members to a faster and more reliable platform.
- Ensure user experience and interface (UX/UI) align with accessibility standards.
- Deploy Adobe Experience Cloud products, specifically Adobe Analytics, and conduct thorough accessibility testing, SIT, UAT, etc.
Movate’s team tasked themselves with establishing an In-house TPA (Third Party Administrator) who would be the common point between the health insurance corporation and the insured individual. By having an in-house portal, the client can reduce their dependency on the external vendor and get faster results with reduced IT costs.
Movate assembled a Drupal team comprising of 30 members, working from onsite and offshore locations. The team had senior developers, lead architects, UI/UX developers reporting to a Project Manager.
Application Moderinization
The first thing the team did was to revamp the user portal and in order to understand and build a better version, the team developed features from the existing portal across 850+ modules like Billing, Claims, Payouts with a single aim to improve functionality, information accessibility and performance.
Experience Engineering
The team moved to the infrastructure layer where they reconfigured the client’s AWS infrastructure to ensure that users get a premium experience. This included performance upgrades, instance optimization and finetuning. A flexible assembly model was created so that the portal and its features could be seamlessly rolled out to users without any downtime or access problems.
The UI/UX of the portal was also redesigned so that navigation flow, user experience was simple and fast and consistent. A self-service option was also integrated with the portal, and it helped deflect lots of queries that returning members have though self-help articles, FAQs and knowledge bases. This reduced the load on the main customer helpline – and increased customer satisfaction.
Adobe Experience Center
Adobe Experience Center is a one stop solution designed to elevate and supercharge digital experiences. It’s like having a singular view of all your web applications, their usage, analytics, marketing, digital assets management, content development, deployment – all rolled into one portal.
We deployed the experience center for functions like analytics, accessibility testing, UAT (User Acceptance Testing), SIT (System Integration Testing) to ensure that customers get what they need – whenever they reach out to the portal and user experiences are fulfilled.
Business benefits
- Delivered a 50% decrease in IT expenditures through the discontinuation of the current platform and the transition to an in-house solution.
- 30% improvement in member satisfaction.
- 100% ROI realized within the first year.