With their expanding footprint from one to seven states, MEM needed more automation for traditionally manual processes, such as successfully enrolling policyholders into specific pay plans. 
We started by analyzing the current state workflow, and identifying areas where we could trim out manual intervention by a Customer Care Advocate. An automated workflow was created to guide policyholders through the enrollment process online, starting with the policy issuance. 
Interactive prototypes were used to conduct 1-on-1 interviews with agents, while over 100 policyholders were taken through an automated survey soliciting feedback on the high-level functionality.
See what's next...
Click here to read about wireframes I created to illustrate and test new designs for a payroll provider-specific user portal.
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