DentaQuest is the Medicaid dental plan of Delta Dental. Through state contracts, DentaQuest manages dental benefits for 25+ million Americans, many of whom are low-income, don’t have smartphones or access to home computers, and don’t speak English as their first language.
An upcoming state contract renewal urged DentaQuest to redo their website with a focus on usability and accessibility. Major workflows included how members view their benefits and book appointments, along with how dental office staff determine eligibility and file claims.
This project was a massive UX undertaking with several rounds of in-person and virtual user research and usability testing. This redesign also required partnering closely with DentaQuest’s CMO, a state's Department of Health and Human Services, and DentaQuest’s leadership over this 16-month engagement.
I’m unable to publicly share more information, so please email me if you'd like to hear more.