Anthem,Inc.
WCS Public Provider Site Migrations
Because SharePoint was no longer being supported by Microsoft, in 2020, Anthem began redesigning and migrating their public provider sites that lived on SharePoint 2007 to a new platform, Oracle Web Center Sites (WCS).
I worked as the UX designer on various Agile Scrum teams of 9 to redesign and migrate eight existing provider sites, Iowa, Nebraska, New Jersey, Nevada Louisiana, Maryland, California, and Arizona to the new WCS platform over the course of 10 months.
Discovery
Prior to coming aboard the project, the UX research team at Anthem had conducted multiple rounds of focus groups, card sorting activities, interviews, surveys, and user testing to understand the pain points of the existing provider sites.
The key pain points they found were:
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Unfamiliar technology
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Overly formal and inconsistent language
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Vague and confusing content
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Lack of clear navigation and organization
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Lack of quick access to Availity, providers’ secure portal
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Lack of meaningful analytics
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Outdated UI, poor UX patterns, lack of responsiveness, and design that did not meet accessibility standards
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Poor SEO due to lack of digital content strategy
Old Amerigroup Site
This research informed the overall goals
for the redesign + migration.
Improve findability
Improve findability and productivity by organizing content in a meaningful way that made sense to providers and their teams.
Reduce call volume
Create an efficient site that saved the business money by reducing call volume to Provider Relations, the support center for provider sites.
Provide + support access for Availity
Provide easy access and support for Availity, providers’ secure portal that contains patient information, eligibility, benefits, and claims.
Deliver a clean + consistent design
Deliver consistent and responsive templates for a more streamlined and unified brand experience, that also met accessibility requirements.
Improve productivity
Create an experience that allowed providers and their teams to complete necessary tasks quickly and efficiently.
Improve SEO + turn on analytics
Improve SEO and provide reporting insights by implementing digital content strategy and turning on WCS site analytics.
Design + Delivery
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Created a site map, brand style guide, and developer component library
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Selected photography for sites
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Illustrated supportive imagery
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Selected photography for sites and presented to stakeholders for approval
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Worked alongside front-end dev to QA test the component library
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Worked with content strategist to migrate old content into 32 freshly designed page mockups
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Met with stakeholders for weekly design + content reviews
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Worked alongside QA tester and front-end developer to run UAT during dev sprints
