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| UnitedHealth Group is the largest diversified health and well-being company in the US and has consistently been ranked by Fortune magazine as one of the most admired companies in the healthcare industry. Through its Uniprise business, UnitedHealth Group provides benefits delivery for large employers, servicing the needs of both members and healthcare professionals. Designing voice applications that balance the needs of these different constituencies can be tricky. UnitedHealth Group focused on matching the right set of choices to the right caller needs.
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This page is a HELLOari archive. Live version of TellMe is here. | |
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| Prior to partnering with Tellme, members and professionals received the same set of menu options. Callers frequently made mistakes during this process and were routed to the wrong department — resulting in frustration for the caller and extra cost for UnitedHealth Group. With its new Caller Needs Identifier (CNI) application, menu options and services are personalized on the caller’s identity and callers are more accurately (and more quickly) routed to the right representative the first time. Most of these routing improvements can be attributed to crisp user interface design, rigorous usability testing, and keeping callers’ specific needs at the center of the design process.
start again: Background
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This page is a HELLOari archive. Live version of TellMe is here. | |
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Listen to an audio sample. start again: Background
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This page is a HELLOari archive. Live version of TellMe is here. | |
