Designing the Cusomer Experience for America's #1 Ranked Private Healthcare Plan Harvard Pilgrim wanted to prove themselves a reliable and constant partner throughout the healthcare journey—not just providing solutions to problems, but proactively offering resources and contextual info to help members control and improve their health. REDESIGNING A WEBSITE TO RE-ENGAGE MEMBERS Harvard Pilgrim Health Care is dedicated to its members as their partner in health. Unfortunately, its member website — Harvard Pilgrim’s mos prominent member touchpoint — wasn’t living up to the promise. Usability sudies and member services complaints provided evidence that the site was confusing and difcult to use, with poor accessibility and language options. Plus, it was nearly unusable on mobile. That’s where Ma

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