Project Background
For Blue Cross Blue Shield of Massachusetts, a leading healthcare insurance provider, Valtira developed a sophisticated configuration tool. This tool was specifically designed for insurance agents to efficiently generate custom medical plan packets and create personalized customer websites. This initiative aimed to streamline the process of delivering healthcare plan information to both businesses and individuals.
Needs and Challenges
BCBSMA faced the challenge of enhancing the efficiency and customization in delivering plan information. The insurance representatives needed a solution that allowed them to provide clients with personalized kits, detailing their specific plan options, without extensive manual intervention.
My Role in the Project
As the UX Lead and Researcher, my initial task involved working closely with BCBSMA’s internal staff to identify their core needs. This led to the development of a tool enabling sales staff to create custom PDFs highlighting plan details, independently of the marketing department. After completing the business analysis, I guided our UX designer through the development of the product's wireframes and its final design.
Project Highlights:
A responsive design that simplifies the complex plan selection process.
Creation of a personalized customer website for each specific plan.
Dynamic PDF generation capabilities for custom plan packets.
Automatic language translation for diverse customer needs.
Integration of embedded Google Analytics reports for each microsite using the Google Analytics Embed API.
Solution
The configuration tool we developed allows insurance agents to generate tailored medical plan packets in PDF format, along with a dedicated customer website for each client. The tool is designed to navigate complex regulatory dependencies and enables the addition of custom documents alongside standard plan information. The system-generated websites provide comprehensive access to all services and plans available. This solution has dramatically reduced the time required to create these materials from hours to minutes, resulting in substantial savings in time and resources and significantly enhancing customer service.
This project exemplifies our commitment to creating user-centered design solutions that address specific business challenges, improving operational efficiency and customer engagement for BCBSMA.
