Challenge

Fortis asked LBi to take a look at the structure, segmentation, target and ergonomics of the Employee Benefits website and give recommendations to improve it. This had to be done for the public website and secured interfaces where clients have access.

Solutions

LBi was requested to lead a consulting mission aiming at increasing the website's added value to the overall Employee Benefits business process.

For this project, LBi interviewed Fortis clients (employers) and the affiliates (employees) on what they thought about the website and what they would like to see changing. A usability assessment and benchmark were also carried out.

With all the information gathered, LBi advised Fortis to fuse the website and the secured interface to a central portal.

Globally, most of the recommendations were accepted and are being implemented or will be in the coming years. LBi is still involved in that implementation.

Responsibilities LBi

• Recommendations in PowerPoint presentation
• Road show to present the results to the management committees

Methodology

• Interviews
• Internal
• Usability assessment
• Brainstom sessions

Result