A custom-engineered web ecosystem built to modernize the NALC Health Benefit Plan. Features include a fully bespoke UI/UX, custom PHP widgets for rapid content updates, and a scalable architecture designed to handle high-traffic enrollment periods with zero downtime.
NALC HBP required a digital transformation to better serve thousands of letter carriers and their families. The primary objective was to modernize the legacy web presence, creating a streamlined pathway for "Open Season" enrollment. Our mission was to translate complex health plan data into an accessible, user-friendly interface that reduces support volume and enhances member confidence during critical enrollment periods.
Health benefit ecosystems are notoriously intricate. The previous platform suffered from navigation friction, making it difficult for members to quickly locate providers or understand policy nuances. We approached this by prioritizing information architecture over density. Intuitive Content Strategy: We redesigned the user journey to make vital information instantly digestible, ensuring clarity for diverse demographics. AI-Assisted Support: To further reduce confusion, we integrated an intelligent AI chatbot, offering members immediate, automated guidance through complex topics without needing to wait for a live agent.
The new platform establishes NALC HBP as a forward-thinking, member-centric organization. Bespoke PHP Engineering: We bypassed standard templates, developing custom PHP widgets that align perfectly with the high-fidelity design while maintaining rapid load times. Operational Autonomy: A revamped backend empowers the internal team to execute content updates independently. This "no-code" style flexibility ensures the site remains current during fast-moving seasonal updates. Continuous Enterprise Support: Reliability is paramount. We established a comprehensive maintenance protocol that ensures immediate response for critical system needs and flexible support for routine updates. This tiered approach guarantees zero downtime and consistent performance year-round.
