UNIQA Mobile App
The UNIQA mobile app is designed to simplify healthcare and insurance management for its users. It allows customers to book doctor appointments, manage insurance policies, access medical records, and find preferred clinics through an intuitive, user-friendly interface.
01
Problem
Problem
Problem
Insurance and healthcare apps are often bogged down by complex navigation and overwhelming interfaces. Users frequently struggle with booking appointments, finding relevant policy information, and accessing medical records due to cluttered designs and unclear processes.
Insurance and healthcare apps are often bogged down by complex navigation and overwhelming interfaces. Users frequently struggle with booking appointments, finding relevant policy information, and accessing medical records due to cluttered designs and unclear processes.
Insurance and healthcare apps are often bogged down by complex navigation and overwhelming interfaces. Users frequently struggle with booking appointments, finding relevant policy information, and accessing medical records due to cluttered designs and unclear processes.
02
My role
My role
My role
CX/UX Expert, leading UNIQA user research process and mobile application design.
CX/UX Expert, leading UNIQA user research process and mobile application design.
CX/UX Expert, leading UNIQA user research process and mobile application design.
03
Goal
Goal
Goal
Insurance and healthcare apps are often bogged down by complex navigation and overwhelming interfaces. Users frequently struggle with booking appointments, finding relevant policy information, and accessing medical records due to cluttered designs and unclear processes.
Insurance and healthcare apps are often bogged down by complex navigation and overwhelming interfaces. Users frequently struggle with booking appointments, finding relevant policy information, and accessing medical records due to cluttered designs and unclear processes.
Insurance and healthcare apps are often bogged down by complex navigation and overwhelming interfaces. Users frequently struggle with booking appointments, finding relevant policy information, and accessing medical records due to cluttered designs and unclear processes.
04
User Research
User Research
User Research
I conducted user interviews with 12 UNIQA app users and surveyed them using UMUX-Lite, which revealed a 66% satisfaction score for the existing app. Insights highlighted the need for streamlined appointment booking, personalized clinic options, and a more seamless registration process. These findings guided a redesign that prioritized simplicity and user satisfaction, addressing core pain points to improve the overall user experience.
I conducted user interviews with 12 UNIQA app users and surveyed them using UMUX-Lite, which revealed a 66% satisfaction score for the existing app. Insights highlighted the need for streamlined appointment booking, personalized clinic options, and a more seamless registration process. These findings guided a redesign that prioritized simplicity and user satisfaction, addressing core pain points to improve the overall user experience.
I conducted user interviews with 12 UNIQA app users and surveyed them using UMUX-Lite, which revealed a 66% satisfaction score for the existing app. Insights highlighted the need for streamlined appointment booking, personalized clinic options, and a more seamless registration process. These findings guided a redesign that prioritized simplicity and user satisfaction, addressing core pain points to improve the overall user experience.
05
Competitors and Market Research
Competitors and Market Research
Competitors and Market Research
07
Starting the design
Starting the design
Starting the design
I created user flow diagrams and early sketches to analyze the app’s information architecture. Then, I sketched paper wireframes, transitioned to digital wireframes, and developed a low-fidelity prototype for initial usability testing with stakeholders.
I created user flow diagrams and early sketches to analyze the app’s information architecture. Then, I sketched paper wireframes, transitioned to digital wireframes, and developed a low-fidelity prototype for initial usability testing with stakeholders.
I created user flow diagrams and early sketches to analyze the app’s information architecture. Then, I sketched paper wireframes, transitioned to digital wireframes, and developed a low-fidelity prototype for initial usability testing with stakeholders.
08
Vlad - secondary persona
Vlad - secondary persona
Vlad - secondary persona
Vlad’s journey reflects his expectations and frustrations with the UNIQA app.
I mapped his experience to address obstacles and optimize usability.
Vlad’s journey reflects his expectations and frustrations with the UNIQA app.
I mapped his experience to address obstacles and optimize usability.
Vlad’s journey reflects his expectations and frustrations with the UNIQA app.
I mapped his experience to address obstacles and optimize usability.
09
Marianna - primary persona
Marianna - primary persona
Marianna - primary persona
Marianna’s journey highlights her challenges and needs while navigating the UNIQA app.
I mapped her experience to uncover pain points and identify improvements.
Marianna’s journey highlights her challenges and needs while navigating the UNIQA app.
I mapped her experience to uncover pain points and identify improvements.
Marianna’s journey highlights her challenges and needs while navigating the UNIQA app.
I mapped her experience to uncover pain points and identify improvements.
10
10
Paper Sketches
Paper Sketches
Paper Sketches
I sketched multiple versions of doctor appointment booking and policy management flows to explore layouts and functionality. After reviewing, I combined the best ideas into a refined version, ensuring a seamless user experience before moving to digital wireframes.
I sketched multiple versions of doctor appointment booking and policy management flows to explore layouts and functionality. After reviewing, I combined the best ideas into a refined version, ensuring a seamless user experience before moving to digital wireframes.
I sketched multiple versions of doctor appointment booking and policy management flows to explore layouts and functionality. After reviewing, I combined the best ideas into a refined version, ensuring a seamless user experience before moving to digital wireframes.
10
Information Architecture
Information Architecture
Information Architecture
Next, I created the application map to make strategic information architecture decisions aimed at improving navigation and usability. The structure was designed to streamline the user journey and ensure a simple, intuitive experience throughout the app.
Next, I created the application map to make strategic information architecture decisions aimed at improving navigation and usability. The structure was designed to streamline the user journey and ensure a simple, intuitive experience throughout the app.
Next, I created the application map to make strategic information architecture decisions aimed at improving navigation and usability. The structure was designed to streamline the user journey and ensure a simple, intuitive experience throughout the app.
10
Usability studies
Usability studies
Usability studies
Users receive instant updates on their booking status.
Users receive instant updates on their booking status.
Users receive instant updates on their booking status.
10
Clinics and Doctor Selection
Clinics and Doctor Selection
Clinics and Doctor Selection
Users can easily find and select preferred clinics and doctors.
Users can easily find and select preferred clinics and doctors.
Users can easily find and select preferred clinics and doctors.
10
Symptoms Input
Symptoms Input
Symptoms Input
Pre-defined symptom lists simplify health concern descriptions.
Pre-defined symptom lists simplify health concern descriptions.
Pre-defined symptom lists simplify health concern descriptions.
10
Appointment Request
Appointment Request
Appointment Request
Quick forms reduce friction in booking dates and times.
Quick forms reduce friction in booking dates and times.
Quick forms reduce friction in booking dates and times.
10
Saved Clinics and Doctors
Saved Clinics and Doctors
Saved Clinics and Doctors
Frequently visited providers are saved for future convenience.
Frequently visited providers are saved for future convenience.
Frequently visited providers are saved for future convenience.
10
Calendar + Filters
Calendar + Filters
Calendar + Filters
A calendar view with filters ensures easy scheduling based on availability.
A calendar view with filters ensures easy scheduling based on availability.
A calendar view with filters ensures easy scheduling based on availability.
10
Outcome
Outcome
Outcome
I transformed the mockups into an interactive prototype, incorporating gestures and motion to simulate real app usage. This prototype enabled usability testing and provided a richer user experience, enhancing usability and aligning with project goals.
A detailed, interactive version of the design that replicates the final product’s look and feel.
I transformed the mockups into an interactive prototype, incorporating gestures and motion to simulate real app usage. This prototype enabled usability testing and provided a richer user experience, enhancing usability and aligning with project goals.
A detailed, interactive version of the design that replicates the final product’s look and feel.
I transformed the mockups into an interactive prototype, incorporating gestures and motion to simulate real app usage. This prototype enabled usability testing and provided a richer user experience, enhancing usability and aligning with project goals.
A detailed, interactive version of the design that replicates the final product’s look and feel.
10
Next Steps
Next Steps
Next Steps
Continue gathering feedback and iterate further to enhance other key flows, ensuring long-term user satisfaction and increased adoption rates.
Continue gathering feedback and iterate further to enhance other key flows, ensuring long-term user satisfaction and increased adoption rates.
Continue gathering feedback and iterate further to enhance other key flows, ensuring long-term user satisfaction and increased adoption rates.
10
What I learnt
What I learnt
What I learnt
The biggest insight was understanding how small, user-centric changes—like pre-filled options or progressive disclosures—can significantly improve the user experience. The lesson reinforced the importance of prioritizing user needs and adapting solutions to their real-world contexts..
The biggest insight was understanding how small, user-centric changes—like pre-filled options or progressive disclosures—can significantly improve the user experience. The lesson reinforced the importance of prioritizing user needs and adapting solutions to their real-world contexts..
The biggest insight was understanding how small, user-centric changes—like pre-filled options or progressive disclosures—can significantly improve the user experience. The lesson reinforced the importance of prioritizing user needs and adapting solutions to their real-world contexts..
10
Next Steps
Next Steps
Next Steps
Continue gathering feedback and iterate further to enhance other key flows, ensuring long-term user satisfaction and increased adoption rates.
Continue gathering feedback and iterate further to enhance other key flows, ensuring long-term user satisfaction and increased adoption rates.
Continue gathering feedback and iterate further to enhance other key flows, ensuring long-term user satisfaction and increased adoption rates.
10
Link to a real product
Link to a real product
Link to a real product
Personas were developed by analyzing user research to uncover key frustrations and barriers, ensuring the design addresses user needs effectively.
Personas were developed by analyzing user research to uncover key frustrations and barriers, ensuring the design addresses user needs effectively.
Personas were developed by analyzing user research to uncover key frustrations and barriers, ensuring the design addresses user needs effectively.
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O L E N A H O R B A C H E N K O
+420607728765
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olena.horbachenko@gmail.com
©
FOP Horbachenko Olena Valeriivna, Tax Number 3604100281
Kvituchii 35, Dergachi, Kharkiv region, Ukraine
//
O L E N A H O R B A C H E N K O
+420607728765
//
olena.horbachenko@gmail.com
©
FOP Horbachenko Olena Valeriivna,
Tax Number 3604100281
Kvituchii 35, Dergachi, Kharkiv region, Ukraine
//
O L E N A H O R B A C H E N K O
+420607728765
//
olena.horbachenko@gmail.com
©
FOP Horbachenko Olena Valeriivna, Tax Number 3604100281
Kvituchii 35, Dergachi, Kharkiv region, Ukraine