Using a combination of research methods, we mapped the entire end-to-end customer journey experience and analyzed all of the physical and digital spaces where customers interacted with Highmark. By identifying ways to empower people with information and education them about healthcare reform at minimal cost, we designed digital brand patterns for all customer touchpoints.
This scalable set of digital brand patterns acted as a building block for brand consistency on Highmark’s website and created a transparent flow of information to customers. To further improve customer experience, we also built MVPs of new tools that would make managing healthcare easier, including utilities such as a tax savings calculator, health statements, and an out-of-pocket cost calculator.
$5 million projected saving
Newly designed materials led to a projected savings in printing costs.
Increase of 2.3 million site visits
Our user-friendly UI/UX increased site visits in the first year.
The number of users self-managing their insurance online increased.
We created a consistent and scalable brand across printed communications, member portals, and coverage shopping, along with design patterns to enable more rapid development of new digital products.