Author CKSK

At A Glance

214%
Sales
Increase
65% +
Mobile Traffic
Increase
Exceeded
Satisfaction
Scores
75%
Decrease
Bounce Rate

Strategy / Creative / User Experience / Interaction Design / Application Development / Content / Social

Re-imagining Digital Healthcare

VHI is a health insurance brand and a semi-state owned provider, one of the longest serving health insurers in the country. To transform their business for the digital age, CKSK were appointed to lead VHI towards a new digital, customer-centric model.

VHi1

Design Process

CKSK led workshops and exploration of how the business’ existing digital platforms could be consolidated to deliver a first class e-Commerce and customer care system that operated seamlessly across all channels.

ux

This multi-faceted delivery required input from several business units that encompassed the full scope of the VHI organization. There were also significant regulatory and compliance pressures to consider. Most crucially, we undertook an intensive review of the user experience component to truly understand opportunities around buying and managing healthcare online.

Field Research

Comprehensive studies were conducted to understand VHI sales funnel and customer management both offline and online. User Experience (UX) teams then conducted intense user testing to map out the gaps and opportunities in the digital health insurance eco-system.

These insights informed a complete set of user journeys and models of how the business interacted with consumers online.

VHi2

Business Transformation

The end result is a user experience designed for mobile first; fully responsive and built on insights that ensure the right products are presented to the right audiences within the right contexts.

In a health insurance landscape that has traditionally made the job of finding the right health insurance plan hugely complex, this user-centric approach has transformed the VHI brand online.

  • Within 3 months’ online sales increased by 214%
  • Mobile traffic increased by 65% with no advertising spend.
  • Site bounce rate decreased by 70%

FEATURED IN

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