How Do People Find a Doctor
Find a Doctor tool help people find doctors who meet their requirements. However, it is where Premera consistently gets negative customer feedback. The company is focusing on it as one of highest customer experience priorities.
My work aims to help inform the business what we know about the Find a Doctor experience and to identify ways to simplify the member experience and satisfy their needs.
The study indicated the need for comprehensive doctor information, and a transparent sorting system, leading to a redesign that solved these problems.