The proof of the pudding, as they say,                            is in the eating.

Portal Personalization and Self-Services

The Client

A leading Preferred Provider Organization that partners with payors, providers and brokers to provide personalized, affordable healthcare services that add value and efficiency to the healthcare system.

Business Situation

Known for its service excellence, our client wished to improve customer experience by leveraging the web as an additional channel of interaction with its customers. The web would offer customers highly personalized access to information 24X7, and free up our client’s staff to focus on higher value-added customer service.

Services Provided

  • Application Architecture and Strategy
  • Detailed Design
  • Project Management
  • UI Architecture
  • Advanced Software Development
  • Knowledge Transfer and Mentoring

Our Work

X by 2 worked with a cross-functional client team to define customer experience and the unique information needs of various customer segments. We then developed an innovative yet simple information architecture that mapped “information clumps” to audience segments. We brought to bear a portal framework that implements proven interaction management, personalization and integration patterns and our agile design and development methods to go from concept to launch in 9 weeks. A unique, layered Request Processing Architecture (RPA) facilitates tracking of every single request, HIPAA compliance, and a highly personalized user experience. The RPA serves as the foundation for studying, analyzing, and learning customer behaviors for continuous improvement and prudent future investments. A GUI-based administration built on top of the RPA allows fast and easy management, configuration and changes to the web site and content without the need for programming.

Benefits Realized

  • Improved customer experience due to high degree of personalization, a simplified User Interface Architecture and enhanced usability
  • Architectural foundation to respond rapidly to business demands in the form of changes to requirements and new features and functionality