Sydney is a native app for Anthem Health the largest insurance provider in the US
I got hired as UX/UI Designer to create innovative ideas to enhance members' engagement, experience, and adoption
My role includes creating new features for their native app experience and providing a pitch deck to sell the ideas to the executive team.
The largest health insurance provider in the US market needed support to do benchmarking and identofy opportunities, I used my usual stack of tools to manage this project and provide weekly status to the different stakeholders.
I used Sketch and Invision to create quick lo-fi wireframes and prototypes, I also used Adobe Illustrator and Photoshop to create assets and campaigns. The pitch deck was done in Keynote and the team used Slack to manage the production work and communications.
As part of the design process, I benchmark not only competitors but also small to medium size health insurance industry leaders to understand their approach - I looked at technology, look and feel promotions, and social media. Also, I frequently used quick lo-fi wireframes while discussing with the rest of the team in the early stages of the project.
Syndey is the app Anthem's customers can use to manage their insurance-related tasks. Amid the COVID-19 crisis, the Tech VP of Digital Experiences reached out to Toptal Enterprise Services to gather an SME team to create innovative, high-visibility ideas that bring value to their business and its members, re-engage registered members, drive new adoption, and data-driven ideas that generate follow up since only 20% of total audiences interacts through the Sydney app. Also, the request includes support to ideate new ways to handle the claim process since it's a huge financial burden.
Brainstorming session to identify potential ideas
After meeting with their Product Owners we set up quick personas to identify pain points
As part of my role for this quick 12-week project, I set up a design sprint to brainstorm, iterate and deliver the final prototypes.
Since the Sydney app is part of their global business, I got access to their iOS native Design System to quickly create the wireframes and final UI to align with the rest of the team and be able to deliver everything.
I created prototypes for a total of 6 new ideas: Sydney 911, Care Gaps, Community, Sydney Live, Wellness Paths, and Diabetes Program
I did rapid user testing for each of the concepts to validate the experience, iterate and deliver the final versions to the Tech VP to present the solutions in the ET meeting, and get approvals to develop if not all ideas the ones that generate more impact to their business and members.
I also designed a story-telling pitch deck to support the Tech VP presenting the concepts
Finally, because we deliver before the estimated date the Digital Products VP also requested support with another quick project regarding the same app; this time it was to tackle the claim process. The goal was to analyze their current process and propose a new way to notify members in a friendly manner, and also reduce the cost by providing alternative ways within their app rather than phone calls, and increase members' satisfaction by improving their relationship between health providers and collecting agencies.