Designing a consumer-facing health insurance app
Challenge
Our team worked with Medical Mutual’s UX and DX teams to visually enhance their app and introduce new features. Our multidisciplinary team included project managers, researchers, UX and UI designers, collaborating with their VP-level stakeholders, developers, scrum masters, and DX team. I collaborated with another UX designer and researcher.
The app updates were to be released in three phases. The first release focused on improving the authentication flow, ID card access, multi-policy framework, accumulation display, profile settings, and adding a policy dashboard.
Here are some of the problems we knew needed to be solved based on previously completed research:
Process
Current App Audit
We kicked off with a comprehensive UX and UI audit of the existing app, mapping the current experience across every feature slated for the first release. Beyond identifying pain points, the audit helped us understand their technical capabilities, specifically, what data they could already surface and what would require additional work. That distinction was critical for scoping what was realistically achievable.
ID Card Needs
Save cards to their digital wallet.
Email cards to a healthcare provider.
Save cards to their device and share them via other means, such as iOS sharing options.
Allow primary policyholders to view and manage the ID cards of dependents.
Enable users to view ID cards offline and without being logged into the app.
User Stories
After completing the UX and UI audit, we shifted our focus to crafting user stories for each new feature we planned to implement. Our approach involved understanding what users wanted to accomplish and why. For instance, while current customers could view their ID cards using the app, through user stories, we identified additional functionalities that could benefit users:
Feature Map
Mapping out the products, features, and capabilities was crucial for understanding the flexibility required in our components to accommodate the diverse range of policies and functions offered by MedMutual. For instance, while some policies may not include ID Cards (like life insurance), or a group medical policy might not allow payments directly from the insured employee. These features are significant and needed to be prominently featured in the user experience. However, designing for such a wide array of products with varying features and capabilities presented a challenge.
By mapping out this information comprehensively, we gained a clear understanding of all the factors that needed to be considered during the design phase. This enabled us to develop a flexible and adaptable design system that could accommodate the different needs and requirements of MedMutual's various products and policies.
From there, we began to map out various user journeys as they pertained to the features and user stories. At this point, we began designing based on our solutions.
Solution
New Features
We kicked off with a comprehensive UX and UI audit of the existing app, mapping the current experience across every feature slated for the first release. Beyond identifying pain points, the audit helped us understand their technical capabilities, specifically, what data they could already surface and what would require additional work. That distinction was critical for scoping what was realistically achievable.
User Testing Improvements
After user testing, we made the following adjustments to the first release.
Reviews
