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Abstract:
Modernizing a National Dental Insurance Carrier’s Digital Experience

A national dental insurance company with 45+ years’ experience wanted to transform their members’ digital experience via a modern website. A technical overhaul would provide an opportunity for the dental carrier to streamline the member experience, enhance website navigation, and offer seamless access to various search and account features within a more engaging user interface.

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“The combination of a collaborative team, Agile mindset, and the technical knowledge SDLC Partners brought to the table delivered an engaging hub for customers on a quick deadline. SDLC brought the right team to ensure this client’s project succeeded, and we could not ask for much more.”

Jim Fyrster
Director of Product & Technology Solutions
Highmark Health

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The Challenge:
Keeping Up with Modern Consumer Digital Expectations

State-of-the-art technologies have revolutionized healthcare portals. As a national dental insurance plan serving over seven million members, the client needed to give its website a major technical overhaul to stay competitive and meet industry standards for member experiences while providing enhanced member service and support features. 

In addition to the front-end upgrade, the client was keenly interested in migrating their Content Management System (CMS) to a best-in-class solution. Lastly, they needed to turn the project around quickly and collaborate tightly to ensure integration with existing systems, as well as industry sales cycles.

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The Solution:
Building a Robust, Scalable, and Modern Member Experience

SDLC Partners brought together a balanced team of business and technical professionals to deliver on this time-sensitive engagement. Though the project was complex, the execution plan was simply to ensure that the project team could create incremental product deliverables to the client continuously throughout the project.

Three features drove the team’s success:

  • A two-week preparatory sprint accelerated kickoff by gathering necessary information, completing technical foundation activities, and solidifying the delivery plan with minimal deviations.
  • We utilized Adobe Experience Manager Single Page Architecture Design and Angular 9, enabling the team to develop 30+ complex components and templates that would allow for scalability. Easily structured components and templates would enable the team to build hundreds of pages quickly.
  • The SDLC-client team leveraged iterative methodology and Agile principles to continuously deliver value, enabling the team to re-align and adjust without disrupting the project timeline.
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The Results:
Keeping Pace with Industry and Consumer Requirements

Digital transformation of this national dental payer’s website enables a more engaging member experience while streamlining and delivering just the right information and services the customer expects. The client’s progress is driving improved metrics like increased member visits, improved search results, new online accounts, increased Find A Dentist searches, and less need for members to call customer service to answer their time-sensitive questions.

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