Medibank
Unlocking new value in Medibank's Provider Portal
Specialist providers needed a faster, simpler way to work with Medibank — but the portal meant to connect them was falling short. We partnered with Medibank to rethink their Provider Portal from the ground up, balancing strict authentication requirements with an experience that actually works for busy clinicians.
Outcomes
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A detailed findings report with actionable recommendations to improve UX and drive provider uptake
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New and revised screen designs — including UX, IA, and concepts for an insurance eligibility-check feature — all working within Medibank's existing design patterns and systems
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A multichannel communications strategy to guide providers through sign-up and login
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A service proposition blueprint bringing all elements together into a single, unified view
Services
- Product Design
- Strategy Design
- Customer experience
Sectors
Starting with what exists
We ran a detailed UX audit of the portal alongside Medibank's internal teams. This gave us a clear picture of the product's unique security constraints — and revealed its untapped potential as a tool for strengthening relationships between Medibank and specialist providers. The audit shaped a focused research plan for the next phase: going directly to the specialists who use the portal every day.
Key pages from the portal experience prototypes used to test out different value propositions and inform the onboarding experience.
Discovering what providers actually need
Interviews with 12 specialists across Melbourne uncovered something we weren't expecting. Beyond the obvious friction in sign-up and login flows, providers told us about a critical gap in their workflow — the ability to quickly check a patient's insurance eligibility. This insight pointed to an entirely new, high-value function for the portal that could transform it from a compliance tool into something providers genuinely want to use.
A selection of pages from the communications strategy delivered as part of the project.
Bringing it all together
We combined insights from the UX audit and provider interviews to give Medibank a clear path forward for improving sign-up and login flows. But we also knew that design changes alone wouldn't shift behaviour — so we developed a multichannel communications strategy to support providers through every step of the experience.
