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Insurance in the Digital Era

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As a Product Designer at an Indian consultancy, I worked on a 1.5-year project with a leading healthcare insurer. Starting with a UX audit, we rebuilt their incomplete mobile app from scratch with a new IA and a fully redesigned experience.

Client

United Healthcare Group

Date

May 2023

Industry

Healthcare Insurance

Scope of work

Mobile App

Design System

Information Architecture

Portal-TO-App 
Feature Integration & UX Optimization

UX Audit

We conducted a comprehensive UX audit of UHC’s legacy application using established usability principles and NN Group methodologies. The analysis identified key friction points impacting navigation, task completion, and overall user efficiency, leading to four critical areas of improvement.

Complex Navigation

Complex structure and poor hierarchy make it hard to find key information quickly.

Unclear Call-to-Action

Lack of clear primary actions leads to confusion around next steps.

Complex Form Structures

Lengthy, unstructured forms increase effort and drop-offs.

Lack of Search Functionality

Missing search and filtering reduces speed and discoverability.

New IA

The IA Diagram Maker above was designed to both showcase the application's information architecture and serve as an interactive IA creation tool. You can use it to build and adjust the structure directly. This tool was custom-built with the help of Claude to demonstrate dynamic IA design work.

/01
Lack of Visual & Interaction Consistency

Problem — Inconsistent Design

  • Visual inconsistencies across screens

  • Unstructured and unpredictable navigation

  • Unclear and inconsistent interaction patterns

Solution — Unified Mobile Design System

  • Established a cohesive design system with consistent visuals and interactions

  • Standardized navigation and interaction patterns

  • Aligned visual and information hierarchy for better usability

/02
Inefficient Navigation Structure

Problem — Complex Navigation

  • Same information architecture used for both portal and mobile

  • Poorly organized features and content

  • Users struggled to find relevant information quickly

Solution — Mobile-Optimized Navigation

  • Redesigned IA tailored specifically for mobile devices

  • Improved feature grouping and content hierarchy

  • Introduced a clean hamburger menu for simplified navigation

/03
High Cognitive Load in Forms

Problem — Complex Form Structures

  • Poor readability due to dense layouts

  • High cognitive load leading to user fatigue

  • Inefficient form flows causing input errors

Solution — Optimized Form Design

  • Introduced single-column layouts for improved readability

  • Designed touch-friendly input fields for mobile usability

  • Added input masks and real-time status indicators to reduce errors

Figma Design
Figma Design

Baseline design developed in Figma, establishing the core layout and data entry flow for eligibility inputs.

Baseline design developed in Figma, establishing the core layout and data entry flow for eligibility inputs.

Figma + Claude
Figma + Claude

Enhanced iteration created using AI-assisted design to demonstrate the date picker experience.

Enhanced iteration created using AI-assisted design to demonstrate the date picker experience.

/04
Limited Findability & Discovery

Problem — Limited Search & Discoverability

  • Limited and inefficient search functionality

  • Increased time to find relevant information

  • No filtering or sorting options to refine results

Solution — Enhanced Mobile Search

  • Integrated a contextual search bar with auto-complete for faster discovery

  • Introduced filters and sorting aligned with agent workflows

  • Designed solutions based on insights from stakeholder co-creation workshops

Smart Search Integration
Smart Search Integration

I led workshops to identify where search would add value, implementing intelligent search with auto-complete for faster results.

I led workshops to identify where search would add value, implementing intelligent search with auto-complete for faster results.

Workflow-Driven Filters
Workflow-Driven Filters

Collaborating with developers and business owners, I defined practical filtering and sorting categories to streamline user navigation.

Collaborating with developers and business owners, I defined practical filtering and sorting categories to streamline user navigation.

OTHER PROJECT.