S C A N H E A L T H P L A NMedicare Enrollment Redesign
25% increase in completed enrollments for 440,000 members
T H E C H A L L E N G ECommunicating royalty information to their songwriter clients was an extremely manual and laborious process for Warner Chappell Music, the publishing arm of Warner Music Group. In addition, due to the manual process, there was often a lag in reporting and it was challenging for songwriters to access their royalty data quickly and easily. This drove a lot of frustration among songwriters, and was a significant expense and risk for Warner Chappell.
A C T I O NWe conducted a broad user research study to identify critical data points and insights for both songwriters and Warner Chappell A&R, and based on those findings designed a simple, yet robust portal to deliver those insights to WCM clients.
R E S U L TCompleted enrollments increased 25% across a digitally diverse member base, and support escalations measurably decreased.
H O M E P A G EThe redesigned SCAN homepage, reflecting a visual language built for a generation aging into Medicare rather than the outdated look research participants had flagged:
New content design that communicated SCAN's history and value proposition in a single phrase
Clear entry point to the enrollment process (previously buried at the bottom of a long scroll)
Easy availability of reference material (Plans, Doctors, Pharmacy & Drugs) in the top nav
e n r o l l m e n tThe guidance-first design breaks enrollment into simple, plain-language steps. This screen asks for two fields, Medicare Number and Date of Birth, matching exactly what's printed on the Medicare card members already have in hand.
An API integration auto-populates the verification screen from the submitted Medicare Beneficiary Identifier, removing the manual entry members previously had to complete by hand. The tone shifts to match, "Everything look right?" replacing what had been a dense, clinical form.