new member onboarding
A tailored experience for new members was needed to help them onboard with ease and transition them into their healthcare membership.
Client
Kaiser Permanente
Category
User Experience, Information Architecture
Delivered
https://kaiserpermanente.org
I identified key attributes and needs for new members and refined our personas to highlight their features. In addition, I used analytics, call center data, ethnography research, and stakeholder interviews to identify key touch points for new members. I used that data to create user flows and low-fidelity concepts of what a future-state experience may look like.
