Background
Before the Broker Portal and Mobile App, Medicare Advantage brokers relied heavily on paper enrollment forms, disconnected quoting tools, and manual tracking of their activity.
Paper submissions caused delays, errors, and compliance risks, while brokers had limited visibility into their member enrollments or their own productivity.
Certification and recertification processes were also fragmented, often requiring separate systems and manual record-keeping.
There was a clear need for a centralized digital platform that could streamline quoting, enrollment, member management, and compliance, helping brokers work faster, more accurately, and with greater independence in the field.
Solution - Broker Portal and App
I designed the Broker Portal and Mobile App as a complete digital workspace for Medicare Advantage brokers, eliminating the need for paper forms and disconnected systems.
The platform allowed brokers to quote plans based on member eligibility, select appropriate primary care providers (PCPs) based on the member's plan, medical group, and location, and complete digital enrollment quickly and accurately.
Built-in guidance explained critical choices, helping brokers and members make informed decisions during onboarding.
To support fieldwork, the Mobile App mirrored key functionality from the Portal, giving brokers the flexibility to enroll members from qualifying service areas without needing a desktop or fax machine.
The system also featured real-time dashboards for brokers to track their enrollment activity and monitor member statuses, improving visibility and personal accountability.
Certification and recertification workflows were embedded directly into the platform, allowing brokers to stay compliant without leaving the system.
For remaining paper enrollments, the portal introduced scanning and digitization tools, enabling brokers to upload paper applications and convert them into structured digital records, speeding up processing and reducing manual errors.
Altogether, the Broker Portal and Mobile App modernized the entire broker experience, speeding up enrollment, improving data accuracy, and helping drive Medicare Advantage membership growth.
My UI/UX Leadership Contribution
I led the end-to-end design for both the Broker Portal and the Mobile App, starting from early discovery through final delivery.
I created the core information architecture, user flows, and responsive frameworks that supported quoting, enrollment, PCP selection, certification management, and member tracking.
I designed intuitive mobile-first enrollment experiences for brokers working in the field, balancing CMS compliance needs with real-world usability.
I developed smart navigation and dashboard models that gave brokers actionable visibility into their productivity and member activity.
To support the transition from paper to digital, I designed user-friendly scanning workflows that allowed paper applications to be uploaded, corrected, and processed as structured data.
Throughout the project, I partnered closely with product, engineering, legal, and broker relations teams to ensure the experience met regulatory requirements, supported membership growth targets, and reflected the realities of how brokers actually worked.
Key Takeaways
- The biggest improvements centered around streamlining enrollment, reducing paperwork, and giving brokers real-time access to their activity and member pipelines.
- Delivering a mobile-first experience allowed brokers to complete quoting and enrollment faster and more accurately in the field.
- Integrating certification, productivity tracking, and paper-to-digital workflows into a unified platform increased broker engagement and improved enrollment quality.
Lessons Learned
- Meeting brokers where they are, in the field, on mobile , was critical for adoption.
- Seamlessly integrating compliance (certification) workflows improved both usability and business operations.
- Reducing dependence on paper required not just digitization, but making digital faster and easier than old habits.
- Real-time visibility into activity metrics and member status empowered brokers to work more independently and effectively.