Regence of Oregon helps thousands of people sign up for health insurance every year, but something was impeding the process. People were enrolling in health plans, but they weren’t selecting their primary health-care provider. This was a concern for Regence because completion of that second step was a requirement under the Affordable Care Act.
Regence’s existing process wasn’t working—that much was certain. To understand why, we conducted interviews, focusing on what participants saw as a model insurance enrollment process. The interviews revealed several “ideal journey” patterns, enabled us to determine why established workflows were breaking down, and why they weren’t meeting the needs of different participants.
Particle Design was able to create and suggest an ideal process for Regence and provided recommendations for optimizing their enrollment and communications strategy.
They should make it simple and clear to understand. We get these huge packets, but nobody reads through all of it. Simplify and clarify.