Case Study: San Francisco Health Services System improves benefits access and self-service with Marker Seven

San Francisco Health Services System improves benefits access for 126,000+ employees with Marker Seven

San Francisco Health Services System, a public health benefits provider for over 126,000 city and county employees, faced a critical challenge as its website's outdated information architecture led to member confusion and a high volume of support calls. The organization partnered with the vendor Marker Seven to overhaul its digital ecosystem, requiring a solution that would improve usability without compromising on ADA compliance, multilingual access, or platform security.

Marker Seven implemented a research-driven strategy that included card sorting exercises and an analysis of support call data to redesign the site's information architecture and user pathways. They developed custom tools like a retirement benefits cost estimator and migrated analytics to Google Analytics 4 to provide clear performance insights. The solution significantly improved the digital experience, reducing friction for members and increasing self-service capabilities, which led to a sustained multi-year partnership between San Francisco Health Services System and Marker Seven.

San Francisco Health Services System