Increasing usability to provide better customer services.
Background
GMHBA is an Australian not for profit health fund that pride themselves on a personalised approach and exceptional customer service. As part of customer service improvements, GMHBA are constantly looking to improve the usability of online customer tools. GMHBA asked HordernIT to help them improve usability of health insurance online quoting tools.
What we did
HordernIT worked together with a wide group of GMHBA staff and end users to develop and user test a set of improved designs. HordernIT then redeveloped the tools against the new design. As well as improved web designs, HordernIT provided GMHBA with online web style guides and templates. This gave GMHBA total control over further enhancement and development.
Results
The project resulted in a better user experience for people looking for quotes from GMHBA, and also resulted in far greater conversion rates than with the previous design.
