Florida Blue sought to improve customer service through a mobile app that grants mobile access to their members' site information.
These are the primary requirements to consider and were the most to have in the concepts to evaluate usability and to see users' reactions during testing sections with different focus groups.
The interviews of focus groups revealed several key findings. Responses were valuable insights to guide the app's development and align it with user expectations. These are the most important findings:
Using insights from the requirements, interviews, and topic research, this persona reflected one of the target user bases. This sample of the persona of several created shows Joe was a professional, retired, and over 65 years old.
I created a high-level overview of the App and its functionalities, so I could quickly identify the different sections of the App and its main objectives.
The sitemap was created for a double purpose as well; it also shows the user flow and preliminary interactions of the App. I created this unusual approach to also show the different functionalities of each screen for engineers and stakeholders to better understand the App's interactions.
Using the same approach to creating the interactions shown in the sitemap above, I made the wireframes, demonstrating a detailed task flow for each App screen. Several concepts were taken into consideration. Engineers were happy with this approach because it gave them ideas for creating the App's back end.
Various tests of the different versions were presented to focus groups for testing the concepts and usability, and these are examples of the UI shown. Key features were Push Notifications, Find a Doctor, Plan Benefits, and claims views. My collaboration with the engineers and other designers was very close in this part of the application development. This App earned recognition as the best mobile app experience in the healthcare industry for 2017.
