Web Platform
Member Portal for a Benefits Provider
Members check coverage, download cards, and message support in one authenticated portal — call volume on routine questions dropped.
Cover imagery illustrates the project category.
- Client
- Benefits / insurance provider
- Timeline
- 7-week member portal
- Our role
- Web platform partner
- 33%
- Fewer routine support calls
- 7 wks
- Portal MVP live
- SSO
- Secure member auth
The challenge
Members called for cards, coverage checks, and claim status. IVR frustrated them; agents repeated the same lookups.
Our approach
An authenticated portal with coverage summaries, digital cards, claim status, and secure messaging — backed by existing core APIs.
Accessibility and plain-language UX were part of the acceptance criteria.
What shipped
Concrete scope included in this engagement.
- 1 Member authentication and SSO
- 2 Coverage and digital ID cards
- 3 Claim status views
- 4 Secure messaging
- 5 Accessibility pass before launch
The result
Routine call volume fell about 33%. Members self-served cards and coverage without waiting on hold.
Stack
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