Delta Dental Case Study #3

Validate design hypotheses to redesign the Eligibility and Benefits feature in the Provider Portal.

Project name: Eligibility & Benefits (E&B) Redesign

Context

Modernize the Eligibility & Benefits (E&B) experience in the Provider Portal.

“Eighty percent (80%) of Provider call volume can be attributed to issues with E&B.  What if we improved the E&B digital experience to reduce Provider calls significantly?”

The E&B redesign work was part of a larger migration effort to modernize the Provider Portal, incorporating new design standards and enhanced platform capabilities.

Research Inquiry

Research Request:

Validate the following design elements:

• Patient Card design
• Page layout redesign
• Use of Tabs as navigation and to separate content
• Benefits search capabilities and search results
• Treatment history, Waiting periods – filters, table design, tags

My Role & Contributions

Sr UX Researcher & Research Lead, led the design, data collection, and analysis of multi-phase concept testing studies to validate the design hypotheses and inform requirements for Provider Portal.

Expected Outcome

My research validated the Product team’s approach to improving the E&B experience in the Provider portal by providing improved navigation, better information grouping, reduced call volume, time savings, and enhanced trust. 

Validating Design of New Feature – Benefits Search

Implementing product insight from call center data

Business Impact

Improving E&B design within the Provider Portal