I rest the claims down in Africa, in the palm of your hand.
Client
Liberty Medical Scheme
Recognition
3 x Insurance Innovation Awards
The Liberty Medical Scheme member portal needed a significantly improved mobile experience, as most users were submitting claims and queries through their mobile browsers.
A major challenge was the display of large data sets on smaller screens like mobile phones, leading to frustration and inefficiency. In addition, disjointed and broken claims journeys made it difficult for members to complete reimbursements and for employers to easily track scheme members and their claims status and benefits.
I was brought in to reassess the portal’s information architecture and redesign the mobile experience, ensuring that members and employers could complete tasks with the same clarity and usability on mobile as they expected from the desktop portal.
My role
UX design
Interaction design
Data analysis
Scope of work
Home (Springboard), Claims, Employees & benefits, Policyholder & service provider lookup
Outputs
Responsive web portal
Scrolling tables are… off the table.
The claims journey was simplified to request only the essential information and pre-populate information already contained on record. Cards stepped in as the substitute for the desktop table structure and low contrast UI elements were redeveloped to greater legibility on smaller and lower-dense ppi screens.
The people have spoken
This project won Most Innovative Insurance Solution at the 2023 Insurance Innovation Awards, hosted by the Insurance Regulatory Authority of Uganda. The award recognised Liberty’s Online Portal for Claims Reimbursements for delivering greater convenience and flexibility to members by enabling secure, user-friendly claims submissions outside the network of aligned hospital service providers