The CareFirst Legacy Login and Registration Experience was the main cause of much of our Member complaints. Some of the issues mentioned were the lack of system status updates, error prevention, and overall it felt overwhelming. In addition, there was no easy way for Members to gain access to their accounts without calling Customer Service.
Results
The new design for both registration and login went live – focusing on simplifying the account creation, login and recovery flows. Additionally, all users must now confirm their email address before gaining access to member portal (both newly registered and existing) – helping to ensure that multi-factor account recovery works for all and therefore call volumes to service were reduced.
Performance
100% of users who create or access their accounts now have multi-factor authentication
Over 20% increase in email confirmations for new and existing accounts
Over 99% of new members confirm their email