David Ham | User Experience

Health Insurance Member Portal

While working at Maddock Douglas, I was the user experience lead in redesigning the member portal for a major regional health insurance carrier. In the first phase of the project, we conducted a two-day user experience workshop with the client project team, during which we defined high level “journey flows” through key aspects of the experience. Over the next few months, we developed high level wireframes and page designs around our ideal experience. My team created a data-driven prototype and scripted three different user scenarios, which we tested with customers from our target segments.

Armed with the feedback from these sessions, I was the UX lead in the development of wireframes, process flows, prototypes, and other artifacts throughout a year-long Agile development cycle, coordinating with business analysts, client stakeholders, content strategists, and programmers.


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