PacificSource Medicaid website overhaul

 Check out the new website

Challenge
Rethink the organization’s outdated Medicaid website which serves more than 360,000 members, and a host of providers and internal users. Port from old platform to new, bring it up to current brand, design, usability, government compliance, and business rules expectations. All the while ensuring that we smoothly transition from the old site to the new one. We challenged every part of the existing site and with every upturned stone, we discovered whole ecosystems of potential improvements that impacted work beyond the website, fundamentally changing operations and processeses across the organization.

Solution
I served as Lead Writer and Content Strategist for this multi-year project. It required understanding our customers’ needs and use-cases for visiting the website. We gathered usage data, mapped out user journeys, interviewed key stakeholders and users, and challenged every word, image, and menu to meet a higher standard, with a guiding principle to substantially improve the user experience. The site was completely reorganized and rewritten, and we built it as a separate, but connected section of the recently recreated main company site.