Redesign Member ID Card Page

User Experience, UI Design, Branding

Overview

As part of the migration to the Blue Access for Member (BAM2) portal, the organization identified the need to enhance the Member ID Card page to improve usability, accessibility, and mobile responsiveness. The primary goal was to provide an updated user experience for one of the most frequently accessed features in the member portal.

Company:

Health Care Service Corporation

Role:

Product Designer

Duration:

August 2023 - January 2024

Team:

Get Support

Challenges

The existing Member ID Card page needed an updated design, making it difficult for members to locate and access their ID cards efficiently. Additionally, printed ID cards often appeared warped, affecting their quality. Furthermore, the page needed more essential functionalities, such as downloading ID cards to mobile wallets and ordering physical ID cards with clear delivery information.

Digital ID Card

The digital ID card section was divided into two columns the left column had the section title, a description, and information about the BAM Mobile App with a link to open the page in a new tab.

The right column contained a digital copy of the member's physical ID card and a tertiary button with the "View and Download" call-to-action.

Order new ID card

Members can complete the user flow to request replacements for their ID cards. The request will then be forwarded to different departments based on the line of business.

Image of Member ID Card page before the redesign.

Approach

The redesign process was rooted in thorough user research, including analysis of usage data captured with Medallia from member feedback surveys. Usability testing on UserZoom and continuous peer reviews were crucial in ensuring that the new design met the members' needs and expectations. An iterative approach involving rapid prototyping and diverse user testing was adopted based on user feedback to refine the design.

Objective

The primary goal of the redesign was to create a more intuitive and user-friendly interface, addressing existing pain points, streamlining navigation, and exceeding modern UI/UX standards.

User Research

A comprehensive research plan was developed to understand the pain points, including surveys and high-fidelity prototypes tested on UserZoom. Key findings from the research influenced the design decisions, leading to the creation of a more user-centered experience.

New Features and Improvements

- Enlarged card display for improved visibility
- Enhanced print document for home printing
- Improved mobile responsiveness features
- Ability to download ID cards to Apple and Android Wallets
- Clear messaging and transparent delivery information for ordering physical ID cards

View Prototype

Solution

The redesigned page now allows members to view the front and back of the ID card with an enlarged image for better viewing. When members click the download or print button, the ID card is displayed in a stacked portrait format with a logo to meet print format standards. Additionally, a section was added for members to download the BAM App for easy access to their ID cards on their mobile phones, and the order ID card section was updated to provide transparent delivery information.

Results

The entire redesign process took three months to complete, resulting in a significant improvement in user satisfaction. The new design has made it easier for members to view, download, and share their ID cards while ensuring a consistent brand experience. The overall success of this project demonstrates the positive impact of user-centric design and thorough research in creating a more effective and user-friendly interface for the member ID card page.

Redesign Member ID Card Page

Challenges

Digital ID Card

Order new ID card

Customer Support

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