THE CHALLENGE:
A large portion of Medline’s customers are insurance plan members who begin their journey on Medline at Home (the organization’s B2C website). The customers enter the site through a login screen that is customized for each insurance plan—separate from the general consumer market home page.
These insurance-plan-dependent user journeys became a struggle for Medline’s customer service team as members were getting lost and not finding their plan’s login page. The reasons for this were mainly due to insurance plans referencing incorrect links within their own reference material. This was causing a large increase in call volume coming into the Medline customer service team.
THE SOLUTION:
A website development initiative to help guide insurance plan members from a plethora of different health plans to customized login pages thorough the use of dynamic forms.
