A dental insurance provider had a website that was outdated. The provider search interface, in particular, was cluttered with unnecessary, irrelevant, and unhelpful information, and was not usable on mobile phones or tablets.
Concord was engaged to design and develop a new ‘Find a Dentist’ tool to serve both the general population and their signed-in members. Our role included finding meaningful solutions to improve the speed of search, flexibility in filtering, and ease of saving a favorite search.
Entry into the provider search tool first requires the user to select their search location. This decision point is significant because it allows the site to present the user with the information that is most relevant to their provider need. Local users will enter into the ‘Find a Dentist’ tool while a user looking for care in other regions will be redirected to an external search experience.
What We Did —
More than half of the people searching for a dentist are already customers, they’re just trying to find someone near them, or with a specialty.
The other half are actually shopping for insurance, and use this tool to validate if they’re current provider is in-network.
So, we created a simplified user interface that allows our customers to search with their end-needs in mind.
For anyone on smaller islands or with the flexibility to easily travel.
For anyone on larger islands where area codes are more important.
For anyone searching for a specific skillset or specialty from a doctor.
For anyone validating that their existing doctor is in-network before they continue shopping.
Advanced filtering and sorting give the user optimal control of their provider search experience. The user can add, remove, and change their search parameters at any time.
A flexible provider card template displays provider information in a readable and useful manner. Icons were introduced to the provider cards for at-a-glance findability of preferred office features.
After a set of search results has been returned, auser can create a custom list. This list of providers can be viewed, edited, saved, and printed by the searcher.
Concord produced a modern website that looked beautiful – and equally important – functioned across all devices for our dental insurance provider client.General users and members alike can easily search the interface, surface relevant information, and find a dentist that matches their preferences. The new features improved search speed, flexibility in filtering, and ease of saving searches for users, leading to improved member satisfaction and self-service ability.
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