My Role: Visual Interface Designer / Core Team members: Alan Tarrant, Arnie Mariano
Background
While Blue Cross NC had an excellent reputation for its services and exceptional customer service, the Blue Connect app was lagging behind its competitors with a low user satisfaction score. The app faced challenges related to back-end issues and received negative reviews due to user confusion.
Recognizing the need for improvement, the business made the decision to undertake a redesign project while preserving the current version of the app. This provided an opportunity to enhance the user experience, address the back-end problems, and alleviate user confusion.
I joined the team as the sole visual interface designer on the team tasked with revamping a mobile app. My key responsibility was to improve the app's design to create a smooth and user-friendly experience. Working closely with my colleagues, we strived to create an updated version of Blue Connect that would exceed user expectations and establish its position as a top player in the market.
Problem Statement
Many individuals with limited health insurance knowledge face difficulties understanding their current status and tracking their information through smartphone applications. They require a user-friendly solution that simplifies the process and reduces the burden.
"
How might we improve the main screen design
to make it more visually appealing and user-friendly,
with better navigation and easy scanning features?
"
Process
Solution
Our team worked collaboratively on wireframing, and I took the lead in creating visual mockups for three different versions. Through user testing using UserZoom, we conducted unmoderated 50 survey-style tests and interview-based tests to gather qualitative and quantitative insights. The new design I developed received significantly higher scores and was well-received by participants in comparison to the old design..
Visual Design
Prototype - 1st version
For our user testing with UserZoom, we utilized our initial visual design prototype.
We utilized this prototype for comprehensive user testing conducted through UserZoom. The user testing sessions involved task-driven scenarios that compared the performance and user experience of both the old design and the new design.
Notably, the results revealed a significant improvement in the new design, scoring an impressive 96 out of 100. In contrast, the old design scored only 65 out of 100, highlighting the effectiveness and positive impact of our redesign efforts.
We utilized this prototype for comprehensive user testing conducted through UserZoom. The user testing sessions involved task-driven scenarios that compared the performance and user experience of both the old design and the new design.
Notably, the results revealed a significant improvement in the new design, scoring an impressive 96 out of 100. In contrast, the old design scored only 65 out of 100, highlighting the effectiveness and positive impact of our redesign efforts.
Reflection
Despite achieving positive results in user testing, the implementation of the Blue Connect Mobile 2.0 version was ultimately not pursued due to a business decision.
The project faced challenges in terms of limited color options, which posed difficulties in creating a visually appealing design. However, I tackled this obstacle by incorporating visual hierarchy and motion design, leveraging insights gathered from user testing. Additionally, I took the initiative to create a Figma library utilizing the auto-layout feature, ensuring easier maintenance of design components.
The project faced challenges in terms of limited color options, which posed difficulties in creating a visually appealing design. However, I tackled this obstacle by incorporating visual hierarchy and motion design, leveraging insights gathered from user testing. Additionally, I took the initiative to create a Figma library utilizing the auto-layout feature, ensuring easier maintenance of design components.
I still firmly believe that our team's creative concepts, supported by valuable user testing data and visually enhanced and user-friendly designs, could have greatly benefitted our users, regardless of the final outcome of the project.
