Advice & business services
A benefits request, from receipt to review
Explain where members find updates, who answers questions and why acknowledgment is different from a decision.
Capri Video · Updated · 1 min read
A member sends a request, gets a confirmation and then receives another question. Explain what each message means by following one request through your process. Receipt of the request must stay clearly separate from eligibility or coverage approval.
Follow one member request
Show a fictional submission, confirmation of receipt, review, and any request for additional information. Label the responsible contact at each handoff. Make it visually clear that sending a request is different from having it approved. Avoid using a generic success symbol in a way that turns a sample sequence into a coverage promise.
Prepare the example
Start with the approved plan information, current portal screens and the documented request process.
Have the responsible specialist review the words and pictures together. Even a check mark can imply a decision that has not been made.
Check it with someone new to the service
Place it beside the relevant member-service information. Ask where someone would look for an update and how they'd answer a follow-up question. Use recurring inquiries to improve the unclear step. Keep the individual benefit decision with the review team, rather than implying it through the animation.