Digitizing member service
Challenge
Faced with the limitations in face-to-face service in branches as a result of COVID-19, Medifé set out to accelerate the digitization of its members' self-management.
Result
Additional functionalities were designed and tested in record time to incorporate them to the existing platform (app and desktop). Then the developer handoff was performed.
Phase 1
Ideation
Using our variant of the Remote Design Sprint, solutions were sought so that associates could digitally perform the five main processes of the service: Onboarding, Invoicing and Payment, Refunds, Data Modifications and Authorizations.
This work was carried out together with a Medifé team made up of a project leader and members of different areas involved in the redesigns.
For each type of management, we created a storyboard (sketch) that reflected the flow of partners on the platform, incorporating the new functionalities proposed by the team.
PHASE 2
Design and prototyping
We then went on to design the screens for each new functionality, always keeping in mind that they could be incorporated organically into the existing platform.
This implied working with graphic elements of the UI (buttons, menus, icons, images, etc.) inherited from the original Medifé platform. However, not being a complete Design System, we were able to make improvements to these elements and incorporate some new ones.
We designed both the mobile (app) and desktop version. Finally, we prototyped all the central interactions of the screens in order to perform the testing.
phase 3
Usability Testing
To validate the prototypes with real users, we recruited 5 Medifé associates for each type of management, thus testing the solution with 25 different users.
The technique we used was Moderate Remote Usability Testing, which allowed us to obtain insights from associates from different locations throughout Argentina, considering that Medifé's scope is national.
Phase 4
Design modifications
With the insights obtained from the testing we made adjustments to the prototype, simplifying the interface and improving its usability.
Phase 5
Developer Handoff
Once the design improvements were implemented, we provided the development team with all the corresponding documentation so that they could move on to the next stage of the project.
Final deliverables
Medifé received as final deliverables:
- Report with test results and conclusions.
- Prototype 100% navigable mobile version of the five steps.
- Prototype 100% navigable desktop version of the five management systems.
Project duration
4 months net
Team
UX/UI Designer
Functional Analyst
UX researcher
Design Sprint Facilitator (x2)
UX Consultant Sr
