Building a better portal for Medibank and specialist providers

Medibank approached us to conduct a review of their Provider Portal, which needed to balance stringent authentication protocols with ease of use.

The login page for the provider self service portal that highlights the three key advantages of the service which are instant eligibility checks, fast claims and payments statuses and that it's secure, confidential and simple.
  • A detailed report describing our findings and subsequent recommendations to improve the UX of the product and uptake

  • Amended and new screens designs UX and IA including concepts for a new high value function working within Medibank’s design patterns and systems

  • A communications strategy to support customers in their signup and login journeys

  • A detailed service proposition blueprint bringing all of these elements together on a page


Expert review

We worked closely with Medibank’s internal teams to conduct an initial UX audit of the product. This allowed us to get acquainted with the product’s unique security challenges and its potential as a relationship enhancing bridge between Medibank and specialist providers

This informed our research plan for engaging with specialists in the next phase of the project.

A step from the portal sign up process showing a specialist provider confirming their details to set up their account.
The professional portal dashboard showing request notifications and six key options including search remittance advice, check claim status, eligibility check, manage users, your details and manage providers.
The portal's eligibility check function showing what specialist services are covered or not covered by the patient's health insurance.

Key pages from the portal experience prototypes used to test out different value propositions and inform the onboarding experience.


Working with providers to uncover new value propositions

We spoke to 12 specialists from around Melbourne to understand their daily lives and how such a product could enhance their workflow.

Through our interviews we were able to not only identify improvements for the sign up and login flows but also an entirely new high value future function of the portal and ability for providers to efficiently check a patient’s insurance eligibility.

A page from the communications strategy highlighting the key audience of the practice unit - made up of Doctors, Practice Managers and Administration.
A page from the communications strategy talking about tone of voice for four key messages - efficiency, here to help, peace of mind and security.
A page from the comms strategy showing the services phases - attract, join, use, retain and leave

A selection of pages from the communications strategy delivered as part of the project.


Delivering a holistic strategy

We brought together our learnings from the UX audit and the interviews to provide Medibank with a clear picture of how to improve the sign up and login flows of their product.

However UX improvements alone are not enough to ensure the best possible experience for users. That is why we also provided Medibank with a clean multichannel communications strategy to support our recommendations.

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