The easiest way for people to navigate, claim and access health coverage
UX Designer | UX Researcher | UI Designer
User research, wireframing, usability studies, prototyping, testing and iterating.
Roles and Responsibilities
Duration
March 2023 - April 2023
An Idea..
Working as an insurance agent, my task was to help and guide group insurance members with their claims, coverages and many more.
I realized how often members were struggling with their online or mobile accounts and at that time I had just finish my course in UX Design.
A lot of calls involved people complaining about the difficulties of the services at Desjardins and I noticed how it deeply affected members.
So I decided to do something about it.
Users find it difficult to navigate their group insurance account. Primarily, they struggle with submitting claims. Health insurance is already a pretty difficult topic to understand and members are to busy to spend long periods of time trying to figure it out.
Problem Statement
Improving the steps to submitting claims and providing access to coverage details and updates. Ultimately getting users to understand their coverage, save time and effort and fully benefit from their plan.
Goal
Pain points
1
Trouble filing claims
This may lead to delayed claim requests. Ultimately causing members to either never claim or waste time calling customer service for help.
2
Hard to find coverage details
This leads to frustration and a lack of transparency. Causing members to have to call for coverage details.
3
Keeping up with policy changes
Not being kept up to date on policy changes can make it difficult to plan for healthcare expenses and can result to unfortunate surprises.
4
Difficulty tracking used coverage
This can lead to unexpected costs and creates worry. It’s a waste of time submitting claims for services that are maxed out for the year.
The target audience are group insurance members who frequently use their coverages and submit claims. Since I work as a insurance agent, I conducted user research mainly through real-time calls with members. I noticed a clear pattern of situations that policyholders struggled with and noted the number of calls I received for each specific situation. Filing claims was priority number one.
Users
Starting The Design
Sketching and Wireframes
Improvements
Before
After
Initially, dental care was not amongst the list of providers which can be claimed through the app.
Users can now file claims for dental services .
Mockups and Prototype
1
2
Refining the design
Usability study
1
Contrary to the website, users noticed that through the app, they did not have the option of adding multiple claims and submit one single request.
2
While going through the usability study, I've noticed that the provider page had the option to add providers, but not edit an existing one.
Takeaways and Next Steps
What I learned :
Understanding the user behaviour and goals
Identifying problems with the current design
Identifying opportunities for adding value to the user
Understanding the user's pain points
Identifying what is working well and what isn't
Gather feedback and always seek to improve
Impact :
The app makes users feel in control and at ease.
They feel confident about the steps to follow and and are satisfied with the short time it takes.