EXPAT PORTAL
Client Industry: Healthcare | My Role: UX and IA Design
This project is one of several global strategic unification projects for our client to bring all units of the business on to a common platform. The Global Servicing Platform offers common UI features with little rework, and addresses broad and diverse global servicing needs.
Context
The initial implementation of Global Servicing Platform will be for eBenefits, our client’s global health insurances application for expats. It will launch in English, Spanish, Korean, Simplified Chinese, Hindi and Arabic. That said, flexibility and consistency are the key ideas to convey in the overall design of the product so that the platform can be rolled out to various applications with minimal customization and core features work in the same manner throughout.
Project Goals
- Provide an effective and satisfying customer experience that allows users to archive their goals with minimal effort and to reduce the need for support calls
- Reach mass of countries and markets on the platform, enabling more users to perform transactional servicing capabilities
- Improve the overall ease of use, and increase usage among its 50,000 current clients
My Role as UX Designer
I designed both desktop and mobile user experience of the expat portal based on business and technical requirements from the client. When the requirements in the documentation conflicted with fundamental UX principles, I made recommendations and convinced the stakeholders of better design options. I iterated on the design via presenting the wireframes to the stakeholders and incorporating their feedback with best practice in mind.
Target Audience and Needs
We envisioned 6 personas for the projects to ground our understanding of the various audiences for both the Global Servicing Platform and eBenefits. Across the platform, Members are the most important user group we design for.
Members are the largest and most important audience. A member is typically an expat who is a “VIP” in their own company. They may have more complicated insurance needs and require additional online and in-person support.
The Experience
Application functionalities for Members are Claim History, Find Providers, Forms & Documents, Member Information, and Customer Support. These major functionalities are displayed as main navigation items on the side. The way of navigation and overall design language are consistent among different user types.
Desktop Experience
High-level site map
Desktop Experience
Find providers screen with annotations
Desktop Experience
Find providers screen with annotations (cont'd)
Mobile Experience
High-level site map
Mobile Experience
Find providers screen with annotations
Mobile Experience
Find providers screen with annotations (cont'd)
Visual Design
