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Healthcare

Transforming Healthcare Access with a Modernized Web Portal for Improved Member Experience

Modern healthcare web portal displaying personalized member information, appointment scheduling, and access to medical records.

Focus Areas

Healthcare Access

User Experience (UX) Design

Clinical Workflow Automation

Healthcare portal interface demonstrating accessibility enhancements such as screen reader compatibility and adjustable font sizes.

Business Problem

A leading healthcare benefit provider faced growing member dissatisfaction due to an outdated web portal. Members struggled to find providers, understand coverage, access personal health data, and manage claims. The legacy system was not mobile-friendly and lacked intuitive navigation, leading to increased call center volumes and reduced digital engagement. The organization needed to reimagine the digital experience to empower users, streamline access, and reduce operational inefficiencies.

Key challenges:

  • Outdated Interface: The legacy portal had a non-intuitive UI with poor mobile responsiveness.

  • Fragmented Data Access: Member information, claims, benefits, and provider directories were spread across disconnected systems.

  • High Support Dependency: The portal’s usability gaps drove members to rely on call centers for basic tasks.

  • Compliance & Accessibility: The portal did not meet modern accessibility standards (WCAG 2.1) or HIPAA privacy expectations for digital tools.

The Approach

Curate led the end-to-end transformation of the healthcare web portal, from user research and interface design to backend integration and secure deployment. The new portal delivered a responsive, accessible, and member-centric experience, driving digital adoption and improving satisfaction.

Key components of the solution:

  • Discovery and Requirements Gathering:

    • User Research: Conducted interviews, surveys, and usability audits with diverse member segments to identify pain points and define key tasks.

    • Stakeholder Workshops: Engaged product, IT, compliance, and customer service teams to align on functional priorities.

    • Persona Development: Created user personas (e.g., caregivers, chronic care patients) to guide experience design.

    • Feature Definition: Prioritized features like provider search, benefit summary, claims tracking, appointment scheduling, and secure messaging.

  • Design, Development, and Integration:

    • UX/UI Redesign: Built a modern, mobile-first design with streamlined navigation and personalized dashboards.

    • Modular Architecture: Implemented a component-based frontend using React with backend services exposed via secure APIs.

    • Data Integration: Unified data from benefits systems, claims engines, provider directories, and EHRs using middleware and FHIR standards.

    • Accessibility Compliance: Ensured ADA and WCAG 2.1 compliance through semantic HTML, screen-reader support, and contrast audits.

    • Authentication: Integrated multi-factor authentication (MFA) and single sign-on (SSO) for seamless, secure access.

  • Process Optimization and Enablement:

    • Search and Navigation: Deployed elastic search for fast provider and service queries.

    • Self-Service Tools: Added features for ID card downloads, benefits calculators, and real-time claims status.

    • Feedback Loops: Enabled in-portal feedback to continuously improve usability.

    • Content Personalization: Tailored information and health alerts based on user profile and plan type.

  • Stakeholder Engagement & Change Management:

    • Training & Adoption: Delivered webinars and toolkits for internal teams to support portal rollout.

    • Member Onboarding Campaigns: Created welcome emails, videos, and tutorials to drive awareness and usage.

    • Support Channel Integration: Synced portal with live chat and helpdesk systems to ensure seamless support transitions.

    • Agile Delivery: Used agile methodology with iterative sprints, user acceptance testing (UAT), and phased feature releases.

Business Outcomes

Improved Member Engagement


The portal offered intuitive, 24/7 access to essential services, reducing friction and empowering members.

Reduced Operational Load


Call center inquiries for tasks like claims tracking and provider search dropped significantly due to self-service capabilities.

Increased Mobile Adoption


Responsive design led to a significant uptick in mobile logins and on-the-go usage.

Sample KPIs

Here’s a quick summary of the kinds of KPI’s and goals teams were working towards**:

Metric Before After Improvement
Member portal login rate 41% 76% 85% increase
Member satisfaction score (CSAT) 6.5/10 9.1/10 40% improvement
Call volume for digital tasks 15,000/month 5,000/month 66% reduction
Average time on task (e.g., claims) 7.2 minutes 2.8 minutes 61% improvement
Mobile user adoption 29% 62% 114% increase
**Disclaimer: The set of KPI’s are for illustration only and do not reference any specific client data or actual results – they have been modified and anonymized to protect confidentiality and avoid disclosing client data.

Customer Value

Empowered Self-Service


Members could manage healthcare needs independently, improving autonomy and experience.

Omnichannel Experience


Consistent, integrated experience across desktop, tablet, and mobile.

Sample Skills of Resources

  • UX Designers: Led usability research, journey mapping, and interface prototyping.

  • Full-Stack Developers: Built modular frontend and integrated secure backend APIs.

  • Healthcare SMEs: Ensured alignment with payer processes and healthcare-specific use cases.

  • Compliance Analysts: Oversaw accessibility and HIPAA privacy standards.

  • Scrum Masters: Facilitated agile ceremonies and ensured sprint delivery cadence.

Tools & Technologies

  • Frontend Frameworks: React, Tailwind CSS

  • Backend & APIs: Node.js, GraphQL, FHIR, REST

  • Search: Elasticsearch

  • Security: OAuth 2.0, Okta, MFA

  • Testing & QA: Cypress, Axe (accessibility testing)

  • Cloud & Deployment: AWS, Docker, GitHub Actions

  • Collaboration: Jira, Confluence, Miro

Conclusion

Curate’s end-to-end modernization of the healthcare provider’s member portal transformed digital access into a user-centric, responsive experience. By combining data integration, secure design, and accessibility-first UX, the solution reduced support burden, improved satisfaction, and elevated healthcare engagement. This initiative laid the foundation for a more digitally empowered, connected, and proactive member population.

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