Reduced Customer Service Calls by 500% and Overall Business Costs by 25%
A healthcare claims processor for federal employees wanted to make services easier for its members to utilize through optimization of desktop, mobile and web services. By leveraging our Product Design and Architecture expertise, xScion designed an enhanced digital member experience to help members understand and use their benefits and get their health needs met using an easy-to-understand platform.
The Challenge
The client wanted to create an improved member digital experience that would help members understand their benefits, use them more effectively and improve their overall health. The challenge was to create and execute a full-scale product while also improving development time and testing, using quicker, more effective methodologies.
The Change
xScion’s user experience designers created a modern and intuitive interface for both web and mobile channels to improve user adoption and engagement. Our teams supported the backend design and build of an IBM Service-Oriented Architecture (SOA) to enable real-time integration of legacy batch-based systems. The design provided a HUB for all system-to-system integration.
The customer adopted Agile methodologies to facilitate culture change and to optimize development, risk management and program delivery.
The Value
With xScion’s support, the client successfully launched the member-centric, real-time integrated portal and mobile application after a multi-year development and business transformation process. The user-friendly platform was embraced by members and had a substantial impact:
- Member satisfaction with online tools increased by more than 40%
- Member calls to Customer Service decreased by more than 500%
- Members proactively taking care of their health increased by 100%
- Overall business costs decreased by 25%