In building the structure of an efficient and usable website, understanding users’ expectations about the content is critical. Before any kind of wireframing or development began for the Blue Cross Blue Shield of Michigan redesign, I conducted an open card sort of the app, to understand users' pre-established ideas, intentions, and beliefs about how their experience with the website should go. With this mindset, the emphasis is placed upon designing for the users’ mental models, rather than the stakeholders' or designer’s perception of how the site should look.

Card sorting was a means of understanding each user’s mental model of the secure application's information architecture. The goal of the study was to utilize the results to better design the main menu layout.