Private Health Insurance Ombudsman (PHIO)

April 9, 2019 · Government

The Private Health Insurance Ombudsman manages the website  where consumers can find out about private health insurance and search for and compare selected features for all private health insurance products offered in Australia.

Key objectives: To evaluate the website and test the site’s complex private health insurance funds’ comparison table for usability. Also, test the site’s information architecture, workflow and design.

Methodology:  Workshops with the site’s current and potential users. Users completed individual tasks on the website and suggest ways in which the complex comparison table can be simplified.

Outcomes:  Following implementation of the suggested improvements, the Ombudsman’s office has seen a marked increase in site visitation as well as in user satisfaction levels with the site.

Note: this study was conducted by MarketScape consultants while being employed by another research firm