Health Insurance Member Sites Servicing Benchmarks

Report Summary

The Consumer Experience of Health Insurance Member Web Sites

Benchmarking Consumer Experience and Identifying Best Practices

Which health insurance web sites provide the best user experience? What opportunities for improvement are common to all? This report presents comprehensive metrics comparing how end users experience health insurance member sites as they attempt to complete basic tasks like logging in, checking on claims, researching health and wellness and cost and quality. We look at which sites support which user goals, and identify which sites support each goal best and why they do.

Sites Evaluated: 6
The Top Three Sites Overall: United Healthcare, Aetna, and CIGNA

	Download The Free Fact Sheet > Get the full site rankings, sample site comparison data, and free facts on how the sites perform from the user perspective.
	Look Inside The Full Report > See the table of contents of the full report.

Buy The Full Report

$3499.00 gets you all the data, and shows you which sites are most effective and why. If your site isn't included, we will include it at no added cost.

Figures: 47
Pages: 69
Tables: 20

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Questions and More Questions

Q: Is our site really that bad?

A: Well... Another way of asking the same question is how different is my site compared to the best site?

Consider this. A site with a score that is double that of best site can change at least half of its design to bring it into alignment with best practices.

Sound daunting? Maybe yes, maybe no. Sometimes changing a design means simply changing a label. Sometimes it means changing the layout of a page. Sometimes it means a complete overhaul. We cover it all so you can prioritize, get the low-hanging fruit now, and plan for the big changes tomorrow.

Q: This research looks great but what can I do with it?

A: The research is designed to drive design. So every research report we provide contains complete documentation on the best practices we've identified.

If this isn't enough, you can go a step further and hire us to translate the best practices into a new information architecture for your site.

Q: How are sites selected?

A: The first thing to know is that being included in the rankings isn't a reflection of site quality. We look for sites that have large user bases. We also look for sites that are competing for the same kinds of customers.

Q: Who are you guys?

A: We are a group of people who have been doing web work for the last 10 years. Most of us were working with interactive technology before 1995. We started Change Sciences in January of 2000. Our backgrounds are in human computer interaction (HCI) and information science.

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