Case Study: Alberta Blue Cross achieves clearer member experiences and reduced support volume with UserTesting

Alberta Blue Cross® redesigns digital spending account pages using customer feedback to reduce call volume, boost satisfaction, and improve trust

Alberta Blue Cross turned to UserTesting to better support members and reduce confusion on its spending account pages. The team needed clearer terminology, better information hierarchy, and a way to help members understand credit rules, expiration timelines, and key account details more easily.

Using UserTesting, Alberta Blue Cross ran moderated and unmoderated tests, task-based scenarios, and post-launch surveys to refine the experience. The result was a data-backed redesign that improved clarity, supported internal training, reduced call volume, and reinforced trust through more transparent digital experiences.

Alberta Blue Cross

Alyana Angus

Digital Experience Designer