Product Design & User Experience Research
Medicare Broker Portal Research & Ideation
January 2023 - March 2023
Sales is the bread and butter of insurance, so health insurance companies always want to set their brokers up for success. The technical team behind the online medicare sales portal knew they had the opportunity to improve the usability of our portal and sought help from the Innovation Team to lead them on the path to success.
Problem Statement
How might we better integrate the most frequently used portal resources to create a digital one-stop shop that will empower brokers to complete sales and foster broker loyalty to the organization?
User and Stakeholder Research and Ideation Facilitation
Project Type
I was the primary Innovation Consultant for this project, leading and executing a project plan based on the client's needs and performing research and facilitation activities with a team of two.
I was approached by the client, someone I've previously worked with in the organization, to identify insights that validate the feedback they’ve received on the existing product and guide the re-imagining of the solution as they enhance upon the MVP version currently in production today.
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The research and discovery phase for this project included:
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Conducting stakeholder interviews with the Broker Experience team
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Conducting user interviews with the Medicare brokers
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Drafting six problem statements that highlight the major themes uncovered in the research
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I presented the themes to the client and we identified one theme to continue to focus on as the primary problem to solve. I then brought together the technical team, the Broker Experience team, and the Medicare brokers for an Innovation Session.
My Role
We ran through brainstorming, theming, prioritization, and idea build out exercises, leaving the client with tangible ideas to take back to the team to start working on.
Project Status
After completing the research and facilitating the Innovation Session, I partnered with the UX team to hand off my findings so they could begin designing the solution. Development started in July 2023 and the product went live at the beginning of October 2023.