The Problem
The website is not supporting the Customer Service Center. Customers who have questions or need to provide updated information on their Envolve Dental Insurance Policy, are frustrated by excessive long call waits when needing assistance from Customer Support.
- The Customer Service Call Center was overworked, the large volume of calls coming in daily was taxing the department.
- The website was not doing the heavy lifting. The website could easily eliminate a large number of customer calls.
- Customers and providers did not understand why their account information was not available online.
- Customers and Providers are frustrated by the amount of time it takes to speak to customer service.
Understanding User's Wants, Needs, Expectations.
- 10 Envolve members and 10 insurance providers were interviewed. Participants were recruited from the Call Center records
- The participants were all asked 15 questions about their experience using the Envolve Website on desktop and mobile
- All the questions were qualitative
Analyzing the Data
Initial Testing uncovered a number of insights and frustrations from users.
Many of the users considered changing Insurance Providers because of the high level of frustration they
experience attempting to contact Customer Service.
- Update their profile information
- Check on a Claims Status from the Dashboard
- Understand their Coverage
- Easily contact Customer Service via Chat, Phone, or Email
The Solution
Create a Dashboard where users are able to access all their information, download a membership ID Card,
change their payment method, or update their address, and input a new phone number without having to call Customer Service.
Dashboard Flowchart
Persona
Initial testing of the wires provided some key user insights and enhancements
- Request to update their profile information (address, phone number and email)
- Add or delete a credit card online
- Download a copy of their insurance policy
- Find a dentist and verify if they are In Network
- Upgrade their Dental Insurance Plan
Fidelity Prototypes for more Testing
This flow tested 100%, it allows the user to view a record of their office visits, the procedures associated with the date of the visit, the dentist who performed the procedure(s), and the status of the claim, along with FAQs
Updating Personal Profile Information is now easy, without the need of calling Customer Service.
Desktop Prototypes
Testing Results on High-Fidelity Prototypes
- User able to update new address, phone: 100%
- User is able to add or delete a credit card: 100%
- Download a copy of their insurance policy:100%
- Find a dentist and verify if they are In Network:100%
- Upgrade their Dental Insurance Plan:100%
