MAven revamp
The Challenge
The Maven app faced challenges with branding consistency, usability, and accessibility, resulting in a fragmented user experience. Key tasks like claim submissions and policy access felt unintuitive, affecting user satisfaction. Our goal was to rebuild the app with a focus on clarity, consistency, and seamless usability to deliver a refined and reliable experience.
Duration
Team
Tools
Understanding users
Understanding user journey
Ramesh experiences sudden abdominal pain while managing his grocery store. Painkillers don’t help, prompting an urgent hospital visit.
Pain Point: No clarity on which hospitals nearby offer cashless insurance services.
1
Ramesh searches online for cashless hospitals covered under his insurance but struggles to locate a reliable and updated list.
Pain Point: Lack of an easily accessible, insurer-verified hospital network on his app.
2
After consultation, the doctor recommends immediate surgery, and the hospital begins the pre-authorization process with the insurer.
Pain Point: Ramesh feels uncertain about the document requirements and whether his insurer will approve the claim in time.
3
Ramesh, already stressed, asks his wife to gather and submit documents to the hospital. The hospital raises the pre-authorization request with the insurer.
Pain Point: Lack of guidance in the app about required documents and the progress of the pre-authorization process.
4
After surgery, Ramesh waits for insurance approval. Once approved, he reviews deductions and pays the out-of-pocket expenses before discharge.
Pain Point: Uncertainty about the approval timeline and lack of clarity on deductions, leading to unexpected financial stress.
5
Analysing heuristics of current app
Current design system was not aligned to MediAssist’s brand identity. We began by creating a design system using our selected color palette. As the app grew, more components were added to maintain consistency and streamline the design process.
Noto Sans
Regular
Medium
Semibold
Bold
ABCDEFGHIJKLMNOPQRSTUVWXYZ
abcdefghijklmnopqrstuvwxyz
0123456789 !@#$%^&*()
ABCDEFGHIJKLMNOPQRSTUVWXYZ
abcdefghijklmnopqrstuvwxyz
0123456789 !@#$%^&*()
White #FFFFFF
Grey-Dark #334155
Grey-Light #8896A9
Brand #2563EB
Accent Lime #B1EB9B
Accent Pink #FBCFE8
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Introduction of user stories to prioritise customer features/pain points
Filtering data to show only what's needed
Affinity mapping to respective buckets
Creating user flow
Responsive design
Previous version of app was not desktop ready, so it was having excess of negative space which was hiding important information on scroll.
Home screen
Many segments have transitioned to a horizontal scroll, and when more than a single entry is concealed, it reflects in the counts. Additionally, navigation buttons have been provided for screen readers to emphasize them.
Claim list
CTAs are provided to let members know if any vital tasks are to be finished.
Claim details
We display statuses upfront, and in cases where a member must perform several tasks, we emphasize this in the update section in advance.
Bills
The primary source of discontent for our members arises when they purchase an insurance policy, anticipating that it will cover all costs, only to find that they still have to pay additional fees. Furthermore, the reasons for certain deductions are often not adequately clarified. To address this, we have begun providing a detailed explanation for these deductions, improving the transparency of our processes.
Sharing an intimation with TPA
Previously, the form often navigated to a new page for supplementary data entry. We've now segmented it into stages and granted members enhanced capability to pick preferred treatments, medical facilities, and the like, as well as look up relevant ones.
