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Expert review of CX for a big US health insurance operator

In August 2019 I led an expert review of the CX and UX of a customer data management system used by big health insurance operators.

Within a couple of days we scanned, interviewed and mapped the information we needed to give a good preliminary advice. The wish of the client was to get quick, result focussed steps to improve their interface within weeks.

Unfortunately the interface could be changed, but the crux of most of these systems is an overabundance of steps, overzealous data need from the end client (in this case the insurance).

End point for this assignment was a comprehensive report, delivered in days, rather than weeks. Within the report we included all kinds of next steps to increase the UX and CX of the system. From simple design changes to preloading data from available sources.