Blue Cross Blue Shield of Louisiana: Modernizing technology for improved member experiences

Blue Cross Blue Shield of Louisiana had a clear vision: drive more value from digital investments and create connected experiences across public-facing and authenticated member touchpoints. They knew their “why.” They needed help with the “how,” turning to Horizontal as a trusted advisor to bring their digital strategy to life. Together, we designed a new digital foundation focused on consistent, intuitive journeys, creating a seamless experience across their public website and member portal. The result? A 300% increase in portal engagement in the first 90 days, improving member self-service and reducing call center demand.