CUSTOMER EMOTIONAL EXPERIENCES ON MERITAIN PORTALS

Meritain’s employer, member, provider, portals are a decade old, received poor customer experience scores and was not optimized for mobile- the most popular feature requested by users and stakeholders

THE CHALLENGE Since the development of wireframe was an iterative process, there was a noticeable amount of requirement change that happened. As the wireframes evolved, the client gained more clarity on his needs than what he had at the beginning of the entire exercise.

TEAM AND TASKS I led the product design – User experience, interface and design system – of this project from July-December 2015. Three researchers including me worked, and I collaborated with a Product manager, and product marketing and research of Meritain core product of MY MERITAIN

DESIGN SOLUTION AND FEATURES Part of a multi-year digital experience transformation program, the Meritain.com public portal is the second of 4 releases RWD – adaptable to Desktop, Tablet and Mobile environments Flexible tile-based containers optimized for multiple devices

THE IMPACT Meritain portal and it's native apps are not a single delivery. It continues to grow and improving through user feedback. Besides that, we could see a great results coming through the app and the portals, those are impacting the company as a whole.