Challenge
The app had a cluttered interface, making it difficult for users to navigate and find essential features. Users were facing issues with the onboarding process, which was affecting new user adoption rates. The app lacked personalization and customization options, making it less engaging and user-friendly.
Results
The redesigned app features a clean, clutter-free interface, making it easier for users to navigate and access essential features.The improved onboarding process resulted in a 35% increase in new user adoption rates.The addition of personalization and customization options enhanced user engagement, leading to a 25% increase in user retention rates.
Results
35%
25%
Original Design
Refined Design
Claim Status Tracker
Know where things stand
A simplified claim tracker with status indicators reduces confusion and support requests.
Original Design
Refined Design
Favorites + Scheduling
Personalized provider experience
Students can bookmark providers and get notified when appointments become available.
Original Design
Refined Design
A complete view of the redesigned experience—from onboarding to scheduling.
Method of Evaluation
Where
30+
5
79.2
35%
Tasks for the Participants
1. Access your healthcare information, such as your ID card
2. Find the provider info within the app.
3. Schedule an appointment with an in-network healthcare provider for a routine check-up.
4. Find your upcoming appointment information.
5. Access your claims and claim history.
Screenshots from test sessions
Observations
1. Participants found it intuitive and straightforward to find their ID card information.
2. Participants encountered minor navigation challenges or had to explore a couple of sections of the app before locating the provider information.
3. Participants were able to quickly locate the upcoming appointment information.
4. Participants had a positive experience accessing their claims history.
Results
35%
25%
Recommendations
1. Enhance provider information visibility: Increase the visibility of provider information by implementing a dedicated section for provider details to ensure that users can easily find and access this essential information.
2. Streamline appointment scheduling: Simplify the appointment scheduling process by providing clearer instructions and guidance. To improve usability by incorporating features such as calendar integration and real-time availability updates.
Analyze Test Results
Review usability testing feedback to extract actionable insights and identify areas for improvement.Iterate the Design
Refine wireframes based on test findings to ensure stronger alignment with user needs and expectations.Prototype Refinement
Update the interactive prototype to reflect design improvements and enhance overall usability.Optional Additional Testing
Conduct follow-up testing, if needed, to validate refinements and ensure the solution remains user-centered.Finalize Design for Handoff
Prepare detailed design specifications and documentation for a smooth handoff to development.