Intuitive navigation drives contact inquiries for managed care organization

The challenge

Vaya Health is a public managed care organization (MCO) that oversees services of North Carolina residents in 31 counties. They help people living with mental health challenges, substance use disorders, and intellectual/developmental disabilities live their best lives. Their website is a critical touchpoint for their members, who access information to quickly receive the care they need. 

Ntara worked with Vaya Health to overhaul their homepage, navigation, and footer to ensure key information was accessible, functional, and modern. Prior to our redesign, there were not clear and easy to find CTAs for how to contact Vaya or seek support. Large parts of the navigation had major accessibility issues such as small font sizes, color contrast issues, and lack of aria labels. These factors made the site inconsistent and confusing for sighted users—and virtually inaccessible for those with screen readers or other assistive technologies. 

Vaya’s important diagnosis content had vague titles and was buried in the navigation. This proved to be an obstacle for users seeking health resources. Additionally, as a publicly funded MCO, all content was required to pass North Carolina State approval and meet state guidelines. This meant adhering to all accessibility best practices, as well as ensuring users can reach service content within two clicks.