The BriefResearch & ProblemGoal & SolutionDesign & TestingTakeaways

Taiwan Health Insurance App

#Class Project #UI Design #User Research #Mobile Design

An intuitive and user-friendly application that helps people pre-order masks more easily and efficiently during the pandemic and search for medical information in their daily lives.

Teammates

Po-An Wang, Ching-Yun Chuang, Yu-Wen Lo, Ting-Yi Kuo

My Role

UI/UX Designer, Visual Designer

Timeline

Feb. 2020 - June 2020

Tool Used

Balsamiq, Adobe Illustrator, Miro, Figma

Overview

Project Background

Since covid-19 has affected our lives, the National Health Insurance Administration in Taiwan has developed the National Health Insurance app to provide medical information and allow people to pre-order the masks online. After using it, we found that there is still room for improvement, especially the mask pre-ordering process. That's why we choose to redesign this app as our class project for the User Experience Design course at National Chengchi University.

Design Process

Conduct Research to Understand Users' Pain Point

User Interview

First, to have a more holistic understanding of the people we design for, I partnered with my teammates to conduct contextual inquiry interviews with 10 people to understand users’ behaviors, preferences, and the problems they faced when using the Health Insurance app. We discovered that:

80% of the users, aged between 21 to 60, foundd this service not convenient and efficient enough.​

Most users only used the mask pre-order functionin in the App.

Users are confused about what the function can do since icon is not related to its name.

Users desire a more continuous workflow.

Flow Model

Based on the answers and the results we got from the contextual interviews, we draw some flow model to show the information flow between every user and the system elements, helping us to share the findings and reach common ground easier.

Affinity Diagram

In addition to drawing flow models, we used affinity diagrams to organize data and ideas as well. During this process, we figured out the pain points of the App and sorted out several aspects that can be further improved.

Pain Points

Problem Statement

Provide Solutions To Solve the Problems

Goal

Solution

A single, organized application

  • Single application without linking to outside website for people to obtain medical information

  • A function to provide up to date medical information and medical records that people want to keep track of.

  • A function to set frequently-used features on the main page.

Effective and efficient mask-ordering process

  • Put the mask-ordering at the first place of the tab bar based on user's frequency of use.

  • A smooth and efficient mask-ordering process without moving between different functions in the App.

  • A map to search for the remaining masks in the hospital and pharmacy nearby.

  • A function to cancel the order when needed.

  • A notification on top of the screen to let users know when can they order the mask.

User-friendly and visually-appealing design

  • Design that can easily navigate the application.

  • Build consistent visual elements.

  • Provide timely guidance to reduce the breakpoint within user flow.

Design Process

Meet the Users

After we collected and sorted out our interview data, we developed two user personas to make our users’ needs and characteristics more vivid and concrete.

Initial Design - Lo-Fi Wireframes

Based on the previous research and findings, we started to redesign the app for our target users. We try to sketch out lo-fi paper wireframes with new features. First, we sketched out our new design on paper, and conduct user testing to see whether there is any modification needed. Then, we draw our more refined digital wireframes on Balsamiq for later design.

User Testing and Iteration

User Journey Map

During the user testing process, we listed four tasks for users to accomplish and try to identify pain point which can be further improved.
1. Register and Log in    2. Pre-order mask    3. Find nearby pharmacy and hospitals    4. Find medical records

User Testing Key Finding

Final Design Based On Users' Feedback

Visual Element

Prototype

User Feedback

  • It’s convenient to find all the information on one platform.

  • The new mask-ordering process is more efficient and simple.

  • The feature to notify users when can they order mask is great.

  • The visual is clear, clam, and appealing.

Future Plan

After applying the final design, we found that respondents generally felt smoother when using the new app and spent 40% less time ordering the masks on the App.

However, most people use this App only to order masks, and not use the rest of the functions. The reasons is mostly that they do not know how other functions and service can benefit their daily lives.

For the long-term operation of the app, we think that

Takeaways

01. Team Collaboration

Before diving into product design, collaborated with my teammates, we conducted careful research using various methods. I learned how to ask the right questions without leading the interviewees to presumptions and how to work efficiently with others when we are in charge of different tasks. Also, it is better to get feedback early and often to make sure that the design truly solves the users’ pain point.

02. Build Consistent Design

The original app lack consistency in its visual element, which makes the users feel confused and not trust the quality of the service it provide. For instance, there are various styles of buttons on different pages and the color usage is inconsistent as well. To make a more accessible product, we should provide a consistent design to the users.

Conclusion

It's was a really precious experience working with a team to redesign an existing app. During the project, I can always get different perspectives from my team members which makes me become a designer that can think more thoughtfully. Although this App became popular because of the covid-19 epidemic, we hope that even if the epidemic has passed, this App can still be useful in everyone's daily life.