Mobile App for Healthcare Insurance Navigation Support
Leila Akberdin
Published
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In 2020, I collaborated on developing a communication product for a health insurance navigation company, designing an omnichannel solution that streamlined interactions across digital and human touchpoints to make health benefits easier to understand and engage with. The following is the final presentation, with some content blurred for confidentiality.
Objectives
- Create a new communication product that leverages an omnichannel communication approach.
- Take product from ideation to implementation.
Results
- A new navigation tool projected to save $29,200 per year. This tool streamlines health insurance navigation by cutting down wasted time, freeing up support staff for higher-priority needs, and giving members easier, more consistent access across channels. By teaching key terms, integrating seamlessly with existing systems, and fostering a sense of care, it supports a clear path toward a fully omnichannel experience.