HI X AppBy Miles Williams

2016

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Problem

“How can we help young people connect and make the most of health insurance”

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HI X

A simple way for theyoung folk to sign up forhealth insurance on theirdamned iPhone!

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HI X App

Interview Insights

“my device is my connection to the world”

“being connected is important to me”

“if I know what I want, I go online to get it”

“I love everything about Apple. Everything about them makes sense… Sooooo simple’

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Key Findings

• Whether it’s work or play, these guys are online…. A lot.

• For the most part, it’s via a device, where everything from shopping, working, gaming, doing life admin, or hooking up is carried out

• Researching products, services, people – all happens via their device also, with social media (Facebook, Instragram etc...) heavily influencing this user groups behaviour and decision making

• They know they need to get health insurance, but…

• They find the current process convoluted, complex and out dated

• They don’t like the fact that the process may require calls, emails, paperwork and visiting branches….

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Persona

BioJohan, 30, Designer, Lives in Enmore, works in Surry Hills – does NOT have health insurance. His mum is on his case about it

Behaviours and HabitsHighly connected, he spends a lot of time online (~ 3-5 hours per day). Work, play, whatever…. He loves is iphone

Pain pointsKnows he needs to get health insurance, but the process is terrible –and so it goes to the bottom of the pile

GoalThe ability to view, access and join health insurance in quick an easy manner

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Competitive Analysis

Most HI providers in this space don’t give an end-to-end experience

Opportunity – benchmark against others who do it well, from whatever industry

Existing users• Accessing their accounts• Making claims• Eligibility and Entitlement• Click to call

New users

• Browsing only• Click to quote• Limited by legacy• Calls, Emails, Paperwork!!!!!!

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Workflows – too much

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Workflows – happy path

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Sketches and Paper Prototypes

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Frames

Click here to access the invision prototype

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More Frames

Click here to access the invision prototype

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User Testing

• The look and feel works, but there are a lot of steps

• Give me an option to chat/ message or talk to someone

• What if I want to save and come back later?

• I’d like to see reviews of your service, not just social media posts

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Further considerations

• Continue testing, iterating

• Work on getting them in to pipeline

• Legacy systems integration

• Timing with other existing projects

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