Research was conducted in September 2022 for Denplan Corporate platform that helps corporate users to make and manage dental claims.
Research question
What challenges do users encounter while using the platform?
Business objectives
To reduce the load on the Support Call Centre, we aim to enhance platform usability, leading to fewer mistakes and reduced call and email volume.
Methods
Heuristic evaluation: I perform heuristic evaluation, assessing key user tasks.
User tasks
Make a new claim
View recently made claim
Check if your dental policy includes crowns
Platform screenshot example
Identified issues for making a claim
Users struggle to find the “Make a Claim” link.
Users can't focus because of cluttered interface. Primary buttons are not visually prominent. Elements are not aligned.
Opening the “Make a Claim” page in a separate window causes confusion. Also "Back" button isn't available with this window.
Small font size affects readability.
Adding a new dentist and dental clinic is tedious and frustrating process.
Users miss checkbox control and can't understand why they can't go to the next step.
Some labels cause accidental clicks or confusion.
Users can't go through the steps back and forward.
Identified issues for viewing a claim
Users can't easily check the status of their claims. Three different tables confuse users about where to look.
Identified issues for checking a policy
Users struggle to locate their policy document. They may search it on the “Benefits” page but the link is on the "Home" page.
Actionable steps
Improve visual hierarchy for clear task guidance
Consider making “Make a Claim” the main page
Increase font size
Autosave changes and remove unnecessary “Save” buttons
Clarify labels
Make step progress links clickable
Redesign "Adding a new dentist" page
Prominently display the policy pdf link
Improve form design (add input states, alignment)
Consolidate existing claims into one table with (possibly) filters for family members.
Onboarding process
I also reviewed onboarding process. Firstly, employee receives a welcoming email from Denplan Corporate with request to register and policy number. This email is poorly written and doesn't have further instructions or a link to register.
Finding a link may be a problem because Denplan has different systems for corporate, individual users and for dentists. Also Denplan is a part of SimplyHealth company that has its own system. Email doesn't mention that spouse can also register and manage claims individually although it is expected in the system.
Recommended onboarding process
Send welcoming email with policy number and direct link to register. Explain that service is called Denplan Corporate and can be accessed from the main Denplan website (add link) or through the direct link.
After registration send email explaining how the spouse can be registered and what are benefits of separate accounts.
Confirm that all family members are added and can use dental insurance. Attach dental policy pdf. Mention feature of checking remaining benefits in real time for each insured person.
Results
The current interface includes comments and tips at every step of the claim process, along with the Support Call Centre number. However, this abundance of information might indicate that users are finding the interface challenging. My heuristic evaluation revealed significant issues as well.
By improving the usability of the interface, we can reduce the number of support calls and minimize mistakes. Additionally, satisfied users may be more inclined to explore new products and offers from Denplan.