Aetna Member Communications Portal

MY ROLE: Senior UX/UI Product Designer
THE CHALLENGE: Aetna's member communications portal lacked usability standards, clear specifications, and efficient workflows for agents managing real-time client interactions.
MY APPROACH: Conducted discovery research to identify gaps in existing development Redesigned using Salesforce Components in innovative combinations to reduce clutter Added visual icons to distinguish communication types at a glance Enabled real-time drill-downs so agents could view latest client communications during calls Enhanced search functionality and taxonomy assignment capabilities Simplified online preference forms for members
IMPACT: The communications redesign was well received & gained 60% in usability.