SITUATION

Like most companies during the pandemic, Elevance Health had to adapt to working remotely. The experience brought to light the many limitations of their employee portals, systems, and content. As a result, Elevance Health made modernizing the approach to remote work a priority and recognized the role of content in being successful.

SOLUTION

The insurer turned to Content Science for comprehensive assessment of the main employee portal and guidance on the strategy moving forward. Content Science used its CS Lab capabilities to conduct robust content analysis including

• Performance assessment using analytics.
• Content operations assessment with surveys and interviews.
• Quantitative and qualitative auditing of more than 50,000 pages and assets. 

The Content Science team also drew upon its CS Brain capabilities to

• Define a content vision in collaboration with the Elevance Health team.
• Synthesize insights from analysis with the vision, digital trends, and best practices.
• Provide strategic recommendations and a roadmap for moving forward.
• Design and test a concept illustrating several recommendations.
• Prepare a playbook for governance and standards.

RESULTS

This large engagement contributed significantly to Elevance Health’s successful digital transformation for the end-to-end employee experience. Some of the benefits included

• Avoiding delays due to a clear understanding of the content situation.
• Accelerating decisions such as whether to build or buy new content technology.
• Establishing new content operations and templates to make adhering to standards more efficient.
• Improving the findability of content through navigation and search.