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Insurance in the Digital Era

A digital Journey for Medical Insurance Professional

Project Brief

Integrate features and functionalities of the member portal into the existing application. Subsequently, conduct a comprehensive UX audit to identify areas for enhancements and redesign for seamless integration.

Devices

  • Mobile

  • Tablet

Platforms

  • Android

  • iOS

Focus Areas

Intutive Interfaces

User-friendly design for seamless
mobile interaction.

Consistent Branding

Unified branding identity across app and website.

Compatible Across Platforms

Essential Feature Integration

Accurate representation and
integration of portal functionalities.

User Engagement Enhancement

Utilize mobile-specific features for
increased interaction.

iOS and Android support for broad
user accessibility.

User Persona

Mark Anderson is a 35-year-old insurance agent specializing in health
insurance and represents UnitedHealthcare as one of his key carriers.
Mark frequently interacts with the online member portal to support
his clients in accessing and managing their health insurance
information.

Goals

  • Client Support

  • Policy Management

  • Claims Assistance

  • Provider Network

  • Assistance

Challenges

  • Time Management

  • Complex Navigation

  • Limited functionality

By offering a robust and user-friendly mobile application,
UnitedHealthcare can empower insurance agents like Mark to efficiently
support their clients and navigate the complexities of health insurance
policies.

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Proposed Information Architecture

To address complex navigation issues, we simplified the overall information architecture. Using insights from the audit, the updated information architecture ensures a seamless and intuitive experience, meeting the needs and expectations of UHC members.

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Prototyping

Commencing from wireframes, we meticulously crafted final
prototypes on figma, aligned with ux audit insights. Let's delve into some of the issues identified in the audit and how we approached addressing them.

# 1

Comple Navigation

  • Confusing Hamburger Menu

  • Lack of Organisation

  • Non-intutive Swipe Gesture

Streamlined Menu Navigation 

  • ​Features a sleek hamburger menu for a clean and organized navigation experience. (Screen 1)

  • Users can seamlessly navigate through screens using intuitive swipe gestures. (Screen 2)

Screen 1

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Screen 2

# 2

Inconsistent Design 

  • Visual Discrepancies 

  • Unclear Interaction Patterns 

  • Navigation Disparity 

Unifiied Mobile Design System

  • Cohesive Design system with 

  • consistent visuals and interaction Standardized navigation styles, includint menu structures and 

  • placement. 

UX Audit

We conducted a thorough UX audit of UHC's legacy app based on NN Group's methodology, resulting in 10 key considerations.

Comple Navigation

Complicated navigation structures that hinders users their ability to find information quickly.

Inconsistent Design

Lack of design consistency across pages, which can create confusion.

Unclear Call-to-Action

Unclear calls-to-action that may lead to user confusion regarding the next steps to take.

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Complex Form Structures

Lengthy screen content that may discourage users

from completing important tasks.

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Inadequate Search Functionality

Lack of search feature and proper filter and sort
options impacts the users ability to quickly find

# 3

Complex Form Structures

  • Readability Challenges 

  • User Fatigue 

  • Input Errors

Optimized Forms 

  • Single Column layouts in form design for enhanced readability. 

  • Touch friendly input fields with input masks and status indicators.

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# 4

Inadequate Search Funtionality 

  • Information Accessibility Issue 

  • Extended Navigation Time

  • Lack of Filters and Sorting

Enhanced Mobile Search

  • Integrated a search bar with auto-complete functionality on relevant screens. (screen1) 

  • Incorporated filter and sorting options for managing large sets of data efficiently. (screen2) 

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Screen 1

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Screen 2

Project Highlights

  • Feature Integration: Successfully integrated existing member portal features and introduced new functionalities.
     

  • Cross-Platform Prototypes: Developed final prototypes for seamless use on both tablet and mobile devices, supporting Android and iOS platforms.
     

  • Consistent Design System: Implemented a unified design system to align diverse opinions, reducing confusion and ensuring adherence to set guidelines.
     

  • User Testing: Final prototypes underwent rigorous user testing, with insights directly incorporated into the iterative design process. The result is an optimized app experience meeting UHC member needs.

Business Benefits

  • Enhanced User Engagement: The redesign significantly boosted user engagement, creating a more dynamic and interactive experience on the platform.
     

  • Extended Accessibility: The compatibility across a variety of devices and platforms attracted a broader audience, accommodating users with diverse preferences and devices.
     

  • Improved Operational Efficiency: Streamlining workflows and introducing mobile-specific features potentially led to increased efficiency for insurance professionals, optimizing their daily operations.
     

  • Positive Brand Perception: Consistent branding and the adoption of the latest design trends elevated the overall brand perception, fostering positive associations and potential customer loyalty.
     

  • 24/7 Accessibility and Flexibility: Allowing users to access features around the clock from the mobile app increased overall engagement, potentially translating to more transactions and interactions.
     

  • Cost Savings: Streamlining workflows and boosting efficiency could contribute to cost savings, positively impacting the project's overall profitability.

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