Blue Cross Blue Shield Insurance Portal Re-Design

Project Type

Insurance Portal Re-Design

Contribution

User Research

User Experience (UX)

Prototyping

HTML5 / CSS3 / ANGULAR

My role

UX-UI Lead

Outcome

Rolled out 100% USA 🎉

Target users

+ 350K Active users

Duration

52 weeks

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MY ROLE

As a senior UX designer, As a UX Lead, this role is responsible for overseeing the entire user experience journey—from research and strategy to design and front-end implementation. The UX Lead conducts user research, usability testing, and data analysis to inform intuitive, user-centered design decisions. They translate insights into wireframes and high-fidelity prototypes, then implement responsive, accessible interfaces using HTML5, CSS3, Bootstrap, and Angular components. This role also involves developing reusable Angular components, maintaining a consistent design system, and collaborating closely with product managers, developers, and stakeholders to ensure a seamless and high-performing user experience across all platforms.

THE SOLUTION

The solution is a comprehensive Insurance Portal designed to streamline and enhance the entire insurance experience for users and providers. It offers a centralized platform where users can easily compare policies, manage claims, view coverage details, make premium payments, and communicate with support—all through a user-friendly interface. For insurers, it includes robust admin tools for policy management, customer analytics, and real-time claim tracking. Built with responsive design using HTML5, CSS3, Bootstrap, and Angular components, the portal ensures seamless access across devices, enhanced security, and an intuitive experience tailored to both individual and enterprise insurance needs.

Discovery

In the discovery phase of the Insurance Portal project, our goal was to deeply understand user expectations and business requirements. We initiated the process with stakeholder interviews to gather strategic insights, followed by user surveys and usability audits to identify common frustrations with existing insurance platforms. The findings revealed several recurring issues: difficulty in navigating policy details, slow and opaque claims processes, limited self-service options, and lack of real-time communication. Additionally, we conducted competitive benchmarking to understand industry standards and innovations. These insights guided us to define core user needs, prioritize features, and lay the groundwork for a solution that is intuitive, transparent, and efficient for both customers and insurers.

Stakeholder Interviews: Gathered business goals, technical constraints, and long-term vision.
User Surveys & Feedback: Identified pain points around claims, policy access, and communication.
Usability Audit: Reviewed existing platforms to evaluate UI/UX gaps and workflow issues.
Competitive Analysis: Benchmarked features and user experiences of top insurance portals.
Outcome: Defined user personas, prioritized features, and established a clear UX roadmap for a seamless, responsive, and secure Insurance Portal.

THE SOLUTION

The Insurance Portal is a user-friendly, responsive platform that simplifies insurance management for both customers and providers. It allows users to compare policies, manage claims, view coverage details, and get real-time support—all in one place. Built with modern technologies like HTML5, CSS3, Bootstrap, and Angular, it ensures a seamless, secure, and accessible experience across all devices.

1) Easy policy comparison and management
2) Real-time claim filing and tracking
3) Responsive design for all devices
4) Built with HTML5, CSS3, Bootstrap, Angular
5) Secure login and encrypted data
6) Integrated chat and customer support

* All information in the projects are my own and does not necessarily reflect the views of respective companies. All the projects complies to the NDA