The CareFirst Legacy Explanation of Benefits (EOB) Redesign project explored one of the most confusing documents for our members based on member feedback. The legacy EOB broke many design principles and did a poor job of communicating what was important back to the member. This redesign started with a core team comprised of designers, subject matter experts, and stakeholders organizing our thoughts based on data and feedback to our customer service department. This was a priority for our CEO Brian Pieninck.
Results
The end result was something that members unanimously agreed was far easier to understand not get in the way of them getting the information that was important to them based on our initial user testing. The new design is rolling out to CareFirst Members later in 2021. It can be seen as the Digital PDF you access from the member portal as well as the Printed Document you receive in the mail.
Redesigned Digital EOB Concept