Quickly engaging & onboarding new recruits in a complex industry

A rapidly growing company in a highly complex and competitive industry, EyeMed was gaining ground fast with new providers. They needed a way to quickly engage and onboard their new members to promote retention and customer satisfaction.

Challenge

The insurance industry is incredibly complex and constantly changing. There are extensive regulations and compliance guidelines, and every company providing benefits has their own processes and procedures. As EyeMed, a provider of vision benefits, works to expand its base of providers who offer their members vision care they needed a way to onboard new providers. Additionally, they needed a way to communicate policy and process changes to existing providers when needed.

EyeMed was also finishing a branding project and needed help making sure their brand was visually united for all provider communications.

As a result, the Sanger & Eby team was tasked with brainstorming not only communication solutions but also a design that adhered to EyeMed’s new brand guidelines.

Services:

Messaging & tagline development Content development Print, packaging & promotional item design Digital design User experience planning eLearning course design & development Custom HTML development Multilingual implementation

A rapidly growing company in a highly complex and competitive industry, EyeMed was gaining ground fast with new providers. They needed a way to quickly engage and onboard their new members to promote retention and customer satisfaction.

Services:

Messaging & tagline development Content development Print, packaging & promotional item design Digital design User experience planning eLearning course design & development Custom HTML development Multilingual implementation

Challenge

The insurance industry is incredibly complex and constantly changing. There are extensive regulations and compliance guidelines, and every company providing benefits has their own processes and procedures. As EyeMed, a provider of vision benefits, works to expand its base of providers who offer their members vision care they needed a way to onboard new providers. Additionally, they needed a way to communicate policy and process changes to existing providers when needed.

EyeMed was also finishing a branding project and needed help making sure their brand was visually united for all provider communications.

As a result, the Sanger & Eby team was tasked with brainstorming not only communication solutions but also a design that adhered to EyeMed’s new brand guidelines.

Mockup of screens from one of the interactive eLearning courses

Strategy

First, we created an onboarding welcome kit for new providers that were drop shipped immediately after contract signing. The kit included fun promotional items to complement informational pieces like a “new provider checklist” and cheat sheets for who to contact and when. We also created materials to highlight useful tools such as EyeMed’s provider portal.

Then, our team wrote the content for and designed interactive eLearning courses that lived on the provider portal. They were broken down by topic like Getting Started with EyeMed Systems, Working with Labs, Understanding Plans and Compliance. Since every EyeMed provider has a custom contract, they could take the eLearning courses that pertained to them as their schedule permitted.

Results

Our partnership resulted in onboarding materials that could be updated, prioritized and customized for whoever EyeMed is working with. The welcome kit is now a digestible tool for providers that addresses complex regulations, compliance information and benefits, promoting retention and provider satisfaction.

Our proposed design solutions, attention to detail and proactive response have kept each project on schedule and brand-right, saving EyeMed time and money.

 

Do you need help onboarding new audiences to your systems and processes? Let’s talk!