Reaching California’s Most
Vulnerable—
A Modern
Approach to Care

IEHP mobile website
OVERVIEW

With more than 1.2 million members, the Inland Empire Health Plan (IEHP) is the largest not-for-profit Medicaid health plan in the United States.

They partnered with TRAFFIK Health to identify and develop website solutions to meet the evolving needs of their patients, employees and providers.

AGENCY FOCUS
  • Medicaid
  • Customer Experience Solutions
  • Website Analysis & Redesign (UI/UX)

Partnership Overview

AUDIENCE

IEHP patients, employees and providers.

GOAL

Improve website utilization and functionality for all audiences.

PROCESS

TRAFFIK Health conducted deep, qualitative analysis and user-testing on the existing website to assess customer experience and developed rich insights to inform a complete website redesign.

OUTCOMES

TRAFFIK Health initiated a top-to-bottom, data-driven website redesign that improved function, user-experience and user outcomes.

IEHP website on multiple devices

Informed Tactics

TRAFFIK Health completed a comprehensive website discovery process to determine how and when visitors accessed the site, the behavioral patterns of audience segments, preferred accessing devices, time spent on the website and much more.

Website architecture

Strategic Architecture

In concert with IEHP, TRAFFIK Health completely reimagined the architecture, operationality and content of the entire site—aligning research and analytics, focus group testing, provider and employee feedback and member comments.

“Our behavioral analysis highlighted the high bounce rates and lengthy search times for members searching for information. We implemented Sitecore’s Experience Profiler to quickly surface relevant content and create a satisfying, personalized experience for each visitor.”

Ankit Joshi
Ankit Joshi
Director, Digital Strategy & Execution
TRAFFIK HEALTH
Ankit Joshi
IEHP website on mobile devices

Transforming Data Into Action

Based on this data, TRAFFIK Health redesigned the IEHP site from the ground up to include intuitive navigation, easy-to-understand messaging, a clearly defined content hierarchy, live chat, responsive design structure and relevant content-targeting tactics. TRAFFIK Health also implemented intelligent asset location to enable a streamlined work process for employees and partners.

Logging in on mobile device

Fully Optimized Outcome

TRAFFIK Health created the architecture, content and layout of the new IEHP website to be more functional and responsive and deliver highly relevant results for both members and providers that lead to improved health and wellness outcomes.

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