Making healthcare understandable—And dare I say…enjoyable?

Collective Health’s promise to members is that they will be able to choose, use, and pay for their healthcare without a hitch. The crux of upholding that promise is making sure that every person coming through the platform understands their benefits, and and can navigate using them with confidence and ease.

Role:

Projects:

Project spotlight: Copy + content strategy for Collective Health’s first member portal copy.

Ownership in a regulated environment 

  • It takes a village to write a full book of benefits copy. I worked with a strategic cross-functional team made up of benefits experts, lawyers, operations associates, designers, and real humans to write out benefits descriptions that got to the details, while also being largely jargon-free.

  • Built plain-language frameworks for benefits education + product interfaces (dashboard, app, corporate site)

  • Led content audits and large-scale refreshes

  • Defined voice & tone foundations that still exist today.

Details: Collective Health’s member portal acts as a one-stop shop for all of your health benefit information. For four years, I touched every corner of the experience and wrote many iterations. For this highlight, I will focus on the benefit details experience and the benefit descriptions.

Problem + why it mattered

  • Navigating healthcare is full of dense, policy-heavy language not written for the layperson it’s serving. Users overwhelmed by benefits decisions

  • Healthcare decisions are emotionally charged. Confusion = mistrust + disengagement

Getting the details right, educating, and sounding human

It takes a village to write a full book of benefits copy. I worked with a strategic cross-functional team made up of benefits experts, lawyers, operations associates, designers, and real humans to write out benefits descriptions that got to the details, while also being largely jargon-free.

Process:

  1. Conduct extensive research on all benefits topics

  2. Write a first draft

  3. Get buy in and review from all Subject Matter Experts

  4. Repeat steps 2 and 3 until every detail is locked

A few pages of the final product below: