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BLUECROSS BLUESHIELD MEMBERS EDGE

Usability Research Drove My User Experience Design

Tools: Axure RP Pro, Adobe Creative Suite, SurveyMonkey
Live Site: https://bcbs.com

Project Summary

MembersEdge is an employee-facing cloud-based solution delivering a single source of information for provider data and network management. ProviderOne pulls data from various sources into a single view so insurance professionals no longer have to worry about incongruent data or the inability to manage relationships and activities between provider networks.

MembersEdge, developed during the 1990s as a desktop app,  became the behemoth-sized tool that functions as the single source of record for BlueCross BlueShield. The core deliverable was to sunset this old mainframe app and build a new, streamlined browser application.

Under the direction of NASCO, I was the principal usability researcher and UX designer. I provided users with a cleaner interface that increased their productivity and lowered cognitive loads by utilizing stakeholder interviews, surveys, user journeys, and card sorting to design it. I also developed fully-functional clickable prototypes in Axure referencing key metrics from the usability studies I conducted.