Improving Kaiser Permanente's member-facing materials & internal processes

Problem: Corporate leaders at Kaiser wanted to improve the quality of their health content which serves over 12.7 million members but their staff didn’t have the resources, expertise, or tools to do. Their materials on average scored a 65% before th

Solution

• Developed suite of internal resources like the KP style guide called Clear & Simple to bring plain language, health literacy, and UX best practice to all their member communications

• Redefined KP’s voice and tone

• Created a custom scoring tool to evaluate the clarity of their materials on a 10 point scale

• Developed training for 2 different audiences — leadership and content teams — on the importance of principles and ways to apply them in their roles

Impact

• 50+ internal staff trained, who would then create content to reach millions of their members

• Average score of materials went from a 65% to all materials scoring a minimum of 90%