Centene
From Legacy to Leading Edge: Improving the WellCare Medicare Member Experience
Challenge:
In 2023, Centene's Medicare Acceleration Initiative faces a challenge with projected disenrollments and a decline in CMS Medicare STARs rating. This initiative aims to improve member satisfaction and drive self-service success by modernizing the Medicare member website and enhancing its findability and navigability. With redesigning the legacy WellCare member experience, Centene's Medicare member portal requires alignment with the future state design system. This case study outlines the business requirements, available data, and design expectations for enhancing the WellCare Medicare member portal. The focus will be on the homepage redesign, navigation improvements, and overall site thematic enhancements while ensuring the findability of key features and aligning with a 65+ persona.
Project Category:
Approach
The existing member portal had a two-column layout and lacked a clear structure and hierarchy. In response, a new information architecture was proposed and developed, working with a UX writer to create precise content. The design was tested and improved with participant feedback, resulting in more user-friendly navigation and a clear hierarchy.
The main functions for the member were placed towards the top of the homepage, with highlighted sections and visual cues. The hamburger menu was changed to a visible solution, and the navigation bar was improved with additional components. The language selection feature was made easily accessible, and the font size was increased to improve accessibility.
The user experience for claims, rewards, and health to-dos was enhanced with a clear data hierarchy and improved copy. The filtering options and account information were also updated for a better user experience.
The main functions for the member were placed towards the top of the homepage, with highlighted sections and visual cues. The hamburger menu was changed to a visible solution, and the navigation bar was improved with additional components. The language selection feature was made easily accessible, and the font size was increased to improve accessibility.
The user experience for claims, rewards, and health to-dos was enhanced with a clear data hierarchy and improved copy. The filtering options and account information were also updated for a better user experience.
Result
The changes to the member portal have resulted in a user-friendly navigation with a clear hierarchy, making it easier for members to find and access key functionalities. The hamburger menu has been replaced with a visible solution that displays the main menu items on top, based on the most frequently used areas. The language selection feature is now always visible and accessible from the top and bottom of the page. The font size has been increased to improve the experience for users with vision impairment. The claims, rewards, and health to-do sections have been improved with a clearer data hierarchy and scanability, while the account information has been enhanced with better language and buttons. These enhancements have resulted in a more user-friendly and accessible member portal for our members.
User Impact
The member portal changes have significantly improved the effort and satisfaction of all portal tasks. The results are reflected in the increased customer satisfaction (CSAT) score
of 15 points and the customer effort score (CES) of 50 points. The new, user-friendly navigation and clear hierarchy make it easier for members to access the necessary information and features. The improved filtering options and enhancements to the overlay modulars have also made the portal more efficient and streamlined. These improvements have greatly enhanced the overall experience for members, making it easier for them to manage their healthcare needs and achieve their health goals.
of 15 points and the customer effort score (CES) of 50 points. The new, user-friendly navigation and clear hierarchy make it easier for members to access the necessary information and features. The improved filtering options and enhancements to the overlay modulars have also made the portal more efficient and streamlined. These improvements have greatly enhanced the overall experience for members, making it easier for them to manage their healthcare needs and achieve their health goals.
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