A large healthcare company wanted to let its customers know that a new portal would more efficiently track their information. When customers called to update address or insurance plan change requests, they wouldn’t have to spend 20 minutes on the phone with a customer service agent who would usually have to go five different places on the back end to update. Since my client company had invested millions on its new portal, it wanted to give it some publicity on its intranet and website. I brainstormed with my graphic designer to come up with visual ideas to be part of the outreach.
If I had this challenge today, going to our iStock photo account to find an image to convey “portal” would have been only one of several options at our disposal. With more tools available now and the importance of video more widely known, we could post a short demo showing how customer service agents were using the portal, send an infographic to customers to show how much more efficient their call with the agent would be, or put together Slideshare illustrating concepts and processes behind development of the portal.
And why would it have been important to use these visual tools for outreach? Continue reading