Summary
This project involved a complete overhaul of the company's app, aligning its look and feel with the current Design System and its digital products' purchase processes to strengthen the app's position against competitors.
The challenge
Drive greater use of the BICE Vida app among customers with health insurance, updating the app's visuals, improving the overall experience, and streamlining the reimbursement process.
Design Sprint to align
We proposed a Design Sprint to define the foundations of the new app along with the look and feel to be updated.
Lack of visibility
Users had no way of knowing what stage their reimbursement was at, since the app didn't let them track its progress.
High operational load
Many repetitive calls to the call center from users with questions about the reimbursement process.
My role
Actively participate in the design process through the Design Sprint, acting as UI Lead for the team, supporting the experience designers, and proposing the interface design direction for the app.
Research
Benchmarking of similar apps, workshops with the design team to align expectations on look and feel.
UX / UI Design
Design proposals, collaborative work with the designers, defining architecture and scope by sprint.
Prototyping
High-fidelity prototypes for user testing.
Collaboration and handoff
Ongoing work with Product, Development, and Business. Presenting proposals and delivering handoff to development each sprint.
Process
We worked through the Design Sprint with the team to understand real needs, define solutions suited to an MVP, review design proposals, and finally present to the business.
Discovery
Understanding business needs and users' real pain points.
Definition
Mapping the current app flow and defining tasks per sprint.
Design
Information architecture, wireframes, and interface design proposals.
Validation
Usability testing and validation with real users.
Delivery
Figma handoff to development for the app's first sprints.
Solution
Final design proposals for each section of the app's main menu, focused on users' immediate needs (requesting reimbursement, viewing insurance policies, checking agent schedules, etc.).
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