Creating a new customer experience and visual design language for customers seeking treatment authorisation and managing their health insurance online
Bupa became a client after we successfully pitched to redesign and build their online health insurance platform for premium customers around the world.
The platform itself allows customers to apply for treatment authorisation online and to review the details of their insurance policy.
Key areas of focus for this project were understanding the existing business processes and online journeys that allowed customers to achieve their goals, what new opportunities were available to us as the technical team underwent a re-write of the APIs sitting behind the platform, redesigning customer journeys in the most efficient, engaging and scalable manner and communicating to Bupa the overall value of the design process and the solutions themselves.
During this project I undertook many different tasks including requirements gathering, user experience auditing, ideation, user journey flows, wireframes, prototyping, high-fidelity UI design and design critiques.
In addition to the above practical tasks I worked closely with key stakeholders at Bupa to help them create a Design System to protect the integrity and scalability of the Bupa online experience going forward.