Exceptional Customer Experience Through Platform Modernization

challenge

Negative Customer Feedback Leads to Loss of Government Funding

A large Medicare Administrative Contractor’s portal that serves Medicare beneficiaries, claims processors and providers for six states was not meeting the expectations of its customers. A recent customer satisfaction survey that had been sent to the portal’s users came back with a score of 3.6/4.6. Any score below 4 means that our client would lose funding of $400,000 annually from the Centers for Medicare & Medicaid Services. In order to ensure our client regained its federal funding, our team needed to make critical improvements to the portal so its survey score would get back above a 4.

Key Outcomes

$2.5 Million

Reduction in Operating Costs

0% to 100%

Medicare Reimbursement

solution

Modernized Tech Stack and Improved UI/UX

After completing a product discovery workshop, our team learned about the most common user pain points, which included bad work flows and overall poor performance. To improve the portal’s performance and UI/UX issues, our team updated wireframes, design, typography and UI/UX components into a single, unified user experience. They migrated the content management system to a modern, headless CMS and new mySQL database instance to dramatically improve performance. They also moved the platform to a modernized single page architecture and tech stack. Our team’s expertise in DevOps and CI/CD helped guide our client and improve their internal processes.

results

Cost Savings and a Commitment to Improved User Satisfaction Score

Our solution resulted in a score exceeding the 4.4 MAC Digital Score thresholding, resulting in full reimbursement for our client. Plus, by migrating their content database, in addition to better performance, they’ll save 90% compared to their current content management license, which comes to a total savings of roughly $250,000 a year. Based on the success of this project and trust in our team, our client has engaged us in the replatforming of their user-facing and transactional portals and veterans’ health portals.

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Exceptional Customer Experience Through Platform Modernization

Negative Customer Feedback Leads to Loss of Government Funding

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