United Healthcare needed support on their customer acquisition experience – the initial payment process confused customers and resulted in an overwhelming number of calls to the support team. We took an all-inclusive approach and designed an experience that built trust and momentum by reducing cognitive overload. The experience made understanding accessible through different content types and interactive tools – starting with the plan selection phase all the way through the membership experience. 

Outcome:

• Aligned the executive board on a holistic product vision that spanned the lifecycle of their customers.

• Secured new business opportunities through strong client relationships and project success — leading to multiple new workstreams such as a new membership onboarding and dashboard redesign