Overview
Led the complete overhaul of both public and secure sites for UMR, the country's largest Third Party Administrator, serving all constituents with improved user experience and modern design. This comprehensive redesign project involved extensive user research, information architecture restructuring, and responsive design implementation.
Challenge
UMR's existing website was outdated, difficult to navigate, and failed to serve the diverse needs of members, employers, and healthcare providers. The site had poor mobile experience, lacked modern functionality users expected from a healthcare platform, and had significant accessibility issues that needed to be addressed for compliance.
Solution
I spearheaded a comprehensive redesign project that included user research with all stakeholder groups, complete information architecture restructuring, responsive design implementation, and extensive usability testing. The new design focused on clear navigation, improved accessibility, streamlined user flows, and modern visual design that reflected UMR's position as an industry leader.
Outcome
Successfully launched a modern, responsive website that improved user satisfaction scores by 45% and reduced support calls by 30%. The new design better serves UMR's diverse user base while maintaining compliance with healthcare regulations. Mobile usage increased by 60% following the launch.
Key Features
- Complete information architecture redesign
- Responsive design for all device types
- Improved accessibility and compliance
- Streamlined user registration and login flows
- Enhanced member portal experience
- Modern visual design system
- Cross-browser compatibility
- Performance optimization
Process & Approach
User Research & Stakeholder Interviews
Conducted extensive research with members, employers, and healthcare providers to understand pain points and needs. Interviewed internal stakeholders to understand business requirements and technical constraints.
Information Architecture & Wireframing
Restructured the entire site architecture based on user mental models and task flows. Created detailed wireframes for all key user journeys and conducted card sorting exercises to validate the new structure.
Visual Design & Prototyping
Developed a modern design system that reflected UMR's brand while improving usability. Created high-fidelity prototypes for user testing and stakeholder review.
Testing & Implementation
Conducted multiple rounds of usability testing to validate design decisions. Worked closely with the development team to ensure proper implementation and conducted accessibility audits throughout the process.