Health Partners Group Medical Insurance Quote Form

Created a new Medical Quoting Tool to allow independent brokers to get health insurance quotes for their small business clients on the broker portal.

Case Study

BACKGROUND

The stakeholders who worked with independent brokers wanted to create an online medical quoting tool for small companies on the HealthPartners Broker Portal for  brokers that would replace the current time-consuming manual process. Previously, brokers would call or email requesting a medical quote for their clients (small companies that needed health insurance). Then, HP employees would run a quote using internal tools. Creating a new quoting tool would allow brokers to get quotes "self-service" and would save time for internal people, and give brokers access to get quotes faster - at the end of the form.

PROBLEM

The current manual process was time consuming for the HealthPartners staff that supported brokers and employers. Putting a tool in the broker's hands that would allow them to easily request quotes on their own, rather than requesting them, and waiting some time until the quotes came to them. Additionally, to get a quote for a small business, the same basic information about the genders and age of each of the small group employees and their dependents needed to be entered into a spreadsheet to get an accurate quote. There is a bit of education to make sure users fill out the spreadsheet first. Creating an online form that shows the users exactly what they need to fill out saves lots of time and headache for brokers and HealthPartners staff.

MY PROCESS

First, I worked closely with the business owners and the business analyst on the agile team to learn about the current quoting process and the information needed to run the quotes in SalesForce. I gathered statistics on current usage and pain points with the spreadsheets used in the current process. I wanted errors to be returned in real useful language so brokers could correct errors in their spreadsheet, and resubmit the quote form. In addition, I gathered information and analytics and on usage of an existing dental quoting tool to inform work.

Deliverables

• Analysis/mapping of current workflow and proposed workflow

• Identified pain points and opportunities

• User Workflow Diagram

• Wireframes

SOLUTION

In general, the HealthPartners Broker Portal is quite unfriendly in tone. Some pages have no informational text. Some pages have paragraphs of text that are unfriendly. Complex processes are often hidden behind tabs and other features on one page. My recommendation was to move some of these complex tasks into multi-step wizards that guide the user through the process and make long tasks easier to do. I met with members of the business to understand the technology and work out a solution.

I broke up the existing process into 3 separate tasks, an added pages to set the stage for the wizard, and suggested a conversational tone for the text to guide users through.

RESULTS

The business was thrilled with the new wizard and the time savings for the new tool. In addition, this new wizard with helpful text sets a new standard for using wizard on other projects in the future.