Sharpening the Experience for Vision Insurers
Vision Service Plan (VSP) is the largest provider of vision insurance in the U.S. with over 79 million members. Bounteous partnered with VSP to redesign a broker portal that connects millions of families in America lacking vision insurance through their employer. VSP works with tens of thousands of independent brokers to serve those families. These brokers use the VSP broker portal to understand plans, coverage, and doctor networks by state and to build competitive quotes and enroll new clients.
With the redesign, VSP wanted to enhance their Broker portal to improve lead generation and sales activities across all digital channels, including mobile. VSP looked to Bounteous to implement enhancements to the functionality of the portal as well as a responsive design to enrich the user experience.
VSP also wanted to enable their internal sales and marketing teams to be able to tell the VSP story without the need to involve their IT teams and deploy new code. Using the Magnolia 5 Content Management platform, Bounteous empowered VSP content authors to publish new content while setting controls for the message and style.
- Content Management & Experience Platforms
- Digital Experience Strategy
- Experience Design & Planning
- Digital Experience Optimization
- Marketing Platforms & Enablement
- Product Development & Management
Business Issue
VSP offers vision plans in all 50 states, using a broker sales force that may be more familiar with other types of benefit plans like health and life insurance. Creating an easy-to-use solution that clearly describes the coverage and benefits and is also compliant with all state and local regulations was imperative. Streamlining the quoting and enrollment process and allowing brokers to save quotes – as well as export quotes in formats appropriate for client presentations – was also a must.
Solution
Leveraging feedback collected from VSP stakeholders and users, the Bounteous team designed a responsive interface that addressed user frustrations related to workflows, duplicate data entry, and overall usability.
An upgraded Magnolia Content Management System allowed VSP business authors to preview and publish educational, compliant, and promotional content for Brokers and Clients. This ensured accurate and up-to-date information featuring the latest VSP offerings, which greatly improved the customer experience.
Outcomes
The completed broker portal provides a bridge between current and future VSP clients. It directly links the company with millions of families in America through a diverse group of independent brokers.
- Strengthened connection between Brokers, Patients, and Providers
- Improved customer experience and expanded enrollment
- Increased growth and boosted revenue
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