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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.

RESTRUCTURING INFORMATION ARCHITECTURE

The existing structure was fragmented and difficult to navigate, making it hard for users to locate key features.

  • Reorganized content into clear, task-based groupings

  • Reduced hierarchy depth and improved labeling

  • Aligned structure with user mental models

👉 Result: Improved navigation clarity and reduced time to complete key tasks

/01
Lack of Visual & Interaction Consistency

Inconsistent UI patterns and interaction behaviors across screens led to confusion and increased cognitive load.

  • Established a cohesive design system with consistent visuals and interactions

  • Standardized navigation and interaction patterns

  • Aligned visual and information hierarchy for better usability

👉 Result: Improved predictability and reduced user effort

/02
High Cognitive Load in Forms

Lengthy, unstructured forms increased friction and drop-offs.

  • Broke forms into manageable sections

  • Improved field grouping and hierarchy

  • Added contextual guidance and validation

👉 Result: Reduced errors and improved completion rates

/02
Inefficient Navigation Structure

Users struggled to locate key features due to deep hierarchies and unclear labeling.

  • Simplified information architecture

  • Introduced clearer grouping and labels

  • Reduced steps to key actions

👉 Result: Faster task completion and improved discoverability

/04
Limited Findability & Discovery

Users struggled to locate features due to lack of search and filtering.

  • Introduced search with auto-suggestions

  • Added filters and sorting mechanisms

  • Improved visibility of key actions

👉 Result: Increased efficiency and reduced time to find information

OTHER PROJECT.