Reimagining re-credentialing

Project summary

Every 3 years, Delta Dental requires its dentists and specialists to confirm their professional qualifications in a process known as re-credentialing. As part of our effort to modernize the provider experience, my team was tasked to build a new web form that would allow it to be completed virtually. The goal of this project was to improve and enhance the user experience as well as streamline our operational efficiency and reduce paper mail received. 

My involvement

I was brought in on this project at the midway point, which meant a fair amount of work had already been done by the UX design and research team. As such, the first thing I did was perform a full audit of the existing content, checking all headers, content blocks, form fields, microcopy, tooltips, CTAs, and buttons for clarity, flow, adherence to our content style guidelines, and accessibility. Throughout the remainder of the design, development, and product launch, I consulted on any text or content design issues that arose.

Additionally, I collaborated with the lead designer and developers to map a full list of error messages to accompany the many potential user error scenarios. I used this as an opportunity to align the error messages used for provider-facing web products with those in use for our member-facing web products.

The result

Unfortunately, this project was delayed indefinitely by the business before it could be launched. Despite the frustration that can come from a project not coming to fruition, much of the work that went into it helped pave the way for other digitalization projects. The standardization of error messages across our audiences was also a significant positive result of this project.