NYSIF WEBSITE REDESIGN
The New York State Insurance Fund (NYSIF) was struggling to please their users. Their website's content was repetitive and unorganized which made it difficult for their customers to find information. The public facing section of the website, before logging in, had over 1000 pages of content. The navigation was cumbersome and didn't follow best practices making it difficult for users to figure out and use. In addition, the website wasn't responsive, meaning, it didn't scale the site depending on the device you used (desktop, laptop, tablet, phone). Because of this, their customers were often frustrated trying to find what they were looking for. This frustration led to increased calls to the NYSIF call center and they were struggling to keep up with customer inquiries.
Because NYSIF is affiliated with the state they had to follow 508 web accessibility standards. They selected to follow level AA of the Web Content Accessibility Guidelines 2.0. In order to meet the guidelines, the design had to have a certain level of contrast, readability, and additional consideration given to the way the website is coded so all of their users can access content. We were responsible for the web design, and NYSIF's internal technical team handled implementation and development.
NYSIF needed to organize their content so that it was more accessible for users. Instead of listing all the information at once in a mega menu, we divided it into different levels. The top level is the main business units (Employer, Claimant, Insurance Representative, and Medical Provider) and as the user makes decisions they are presented with content specific to their needs.
To help the user understand where they are on the website we included breadcrumbs as well as visual cues using color. The internal pages have a secondary navigation system on the left which shows related content. We developed colors for each business unit and used them in the main navigation, left navigation, and H2 headers to further establish the hierarchy within the content. For pages with content that pertain to NYSIF, such as About or Contact pages, we used the NYSIF red as a highlight color. All of the colors and type styles have been created to meet or exceed the Web Content Accessibility Guidelines, Level AA.