Mobile App Portal
Redesign an outdated mobile app and make accessible member benefits, claims, and ID cards.
Increasing access and self-service for members
2018 was a significant year for the mobile space. In the second quarter, we launched a newly updated mobile app and in the third quarter a revamped find-a-dentist tool. My role was the sole designer behind the mobile app redesign.
Finding the right approach
Our team’s approach was agile and iterative. I stayed 1-2 weeks ahead of the development team and worked closely with the client to validate business rules and acceptance. I began with creating concepts and wireframes and finished with an interactive prototype to use for user testing.
I conducted a competitive analysis and market research to decide the best direction and moved forward with flows to prepare for user testing.
User Testing
In order to reach our goals, I conducted user testing to…
- Validate that users could find and understand their benefits
- Confirm that all members could log in and use their ID card
- Simplify dental terminology and increase user understanding
Final Design and Accessibility
The final design consisted of an interactive Axure prototype, wire-flows, assets, and a complete build-out of the entire application with annotations.
We maintained accessibility by following internal manual and external iOS/Android standards.
3 Key Takeaways
- The app is currently the highest rated dental insurance mobile app on iOS
- Mobile app launched without any major hang-ups
- Usage rates have increased by 20% since launch
In conclusion, I found the relationship between iOS and Android to still be majorly disconnected. Designers are forced to break rules and favor platforms in order to maintain consistency.
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