unisalute up - health services app
The new corporate app "UniSalute Up" won the Le Fonti award as best health insurance app of the year 2019.
It count thousands of users and holds great reviews on the app stores up to 2023; It was very useful to make the insurance customers aware of the services included in their policies, speed up reservations and reduce refund timings, bring down pressure and phone calls towards the operating center, renew the image of the company.
my role
Interaction designer: gathering requirements, team analysis, study and project of User Journey and UX service oriented, to reservations and health services, refund requests, management of policies and documents, management of reservations and accounting; wireframe development, live demo, presentations to business.
UI designer: building a concept, rebranding, company guidelines review (only present for paper publications), development of Styleguide and UI kit, illustrations and graphic design, making of store items.
team
Me : Product designer, Lead Designer
Stefano: Head of multichannel
Agatha: Senior Backend developer
Massimiliano: Senior Full stack developer
Michael: Full stack developer
Giorgia: UI-UX Designer, Front End Developer
Sara: Full stack developer
Luca: Senior Backend developer
Lorenzo: Backend developer
the kick off
In 2018 UniSalute has decided to renew the services of its app, now obsolete and overcome. Our multichannel development team had the chance to start from scratch, designing a brand new app.
As an interaction designer, I approached to this project with lots of excitement and enthusiasm and with the aim of bringing innovation forward; up to this day, it remains the project to which I feel more bound, having work on it from the beginning stages up to post production activities.
a new ui that drove into a new brand identity
I designed the app interface with the idea of transmitting positivity to the users, freshness, serenity;
these were the requirements received from business and marketing during the dedicated workshops.
The palette I created blinks an eye to the brand colours but it differs in the shading to adapt to the requirement of creating a new Look&Feel and to use colours fit for the new screens.
these were the requirements received from business and marketing during the dedicated workshops.
The palette I created blinks an eye to the brand colours but it differs in the shading to adapt to the requirement of creating a new Look&Feel and to use colours fit for the new screens.
With reference to the Brand Guidelines, I revisited fonts, used soft and round shapes and light shades, used some of the material design principles; my team and I worked on proprietary Icon set we made, vectorial illustrations and photographical subjects, starting a deep process of digital rebranding.
project description
The project has been approached as a team, united in the concept of making a distinctive and innovative application.
Expectations were set at a very high level, I had frequent exchanges with several managers from different areas of the company, trying to raise awareness on design thinking matters.
Expectations were set at a very high level, I had frequent exchanges with several managers from different areas of the company, trying to raise awareness on design thinking matters.
We involved in the project activities some key people from other operative areas to turn around the management of files and reservations, and we interviewed who was daily struggling with customers’ complaints in using our old app and our old processes, with the aim of creating a new UX.
Our new app made many instruments available for customers that proved up to point in managing health insurance and related products, most of the time it is the preferred channel for whoever is able to download it and use it as a customer.
a use case example for refund process
Nadia is a young busy mom who usually asks for medical bill refunds via call center but today it seems to be impossible to speak by phone with an operator! after the fifth useless call Nadia is looking for alternatives and has to drive her kids to sport practice.
She at first excludes to proceed with the web application because she already tested and discovered that too much time is required to complete the procedure, then she decides to download UniSalute UP to try using this service.
She at first excludes to proceed with the web application because she already tested and discovered that too much time is required to complete the procedure, then she decides to download UniSalute UP to try using this service.
ISSUES overview : The flow to fill a refund request online from the website requires some skills with data entry and approximately 15 minutes of time (the user Is requested to fill in many more informations related to the invoice and to the jobs carried out by the medical staff) and a scanner or similar devices; multiple document uploads are potentially required.
Often, in the end, the customers usually call the contact center to get help.
On the app in use at this time the refund process is missing.
Often, in the end, the customers usually call the contact center to get help.
On the app in use at this time the refund process is missing.
COMPANY Business requirements: The purpose is to reduce the incoming calls to the help center and make the customers more autonomous in sending documents and complete bureaucracy tasks.
Technical : To get the refund for medical examinations at least one main invoice is needed in order to get a file number; other documents may be loaded at the discretion of the customer. In case there are no other documents attached with the invoice but some other documents are needed to move on for the request, the file is locked.
Solution: I developed a simple flow in which the user only has to take a shot to the main invoice (or load an image from the gallery) to have access to the rest of the items on the page. Without the main invoice, you cannot confirm the request.
Furthermore, I organized the additional documents section so that it would be clear that the user is loading more documents linked to the main one. Using an overlay the user picks which kind of document it is. From the picture some data is collected which are necessary for the request evaluation, the data is then inserted in the back office.
The files don’t block in case of missing documents, they simply go in a “to check” status in the Balance area;
the customer then knows that he has to provide more informations and knows specifically which is the information that is missing. He then has the opportunity, using the same journey and the same file in the Balance area, to provide the missing information.
the customer then knows that he has to provide more informations and knows specifically which is the information that is missing. He then has the opportunity, using the same journey and the same file in the Balance area, to provide the missing information.
after the release
Unisalute Up is having great scores on the App stores since more than four years (4,4 actual average rating on more than 13.000 reviews on Google Playstore and 4,1 on Apple app store); it’s been used as a reference for the renewal of reservations’ processes in the various apps of the Unipol Group.
Unisalute Up is having great scores on the App stores since more than four years (4,4 actual average rating on more than 13.000 reviews on Google Playstore and 4,1 on Apple app store); it’s been used as a reference for the renewal of reservations’ processes in the various apps of the Unipol Group.
working in a great team
with the aim of creating a useful product to help customers and… realizing we made it was a great experience, hopefully It will be possible for me to have another one soon!
with the aim of creating a useful product to help customers and… realizing we made it was a great experience, hopefully It will be possible for me to have another one soon!
