"What I loved most about this experience is how it seems to anticipate my wants, and then offer them casually. It felt like I was interacting with my friend."
~ User feedback
Overview
Wellahealth partnered with MTN to have their products listed on the MTN marketplace app - a mobile platform that would give it access to millions of MTN users. Wellahealth needed an app that will allow users view and purchase select products and services.
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The Product
The Wellahealth app is a platform domiciled on the MTN marketplace, that allows users access Wellahealth insurance plans and services.
Project duration
2 months
The Problem
People need a way to access health insurance and healthcare services from the comfort of their homes.
The Goal
To provide a platform that allows people to access Wellahealth insurance plans and healthcare products from their comfort.
My Role
I am the UX designer.
My Responsbilities
UX Research, Ideation, Wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.
Wellahealth is a data driven company, and this product is not exactly new. So I had access to existing research, and analytics from the original website. I had also conducted a great number of user interviews myself, so tapped from the already existing data.
Key Decisions
We needed to ensure the app offered users enough information to make on-the-spot decisions, yet not overload users visually and make them drop off.
We needed to ensure the app was easy and intuitive to navigate.
We knew from research what questions our users typically have about our products, so we anticipated them in the design.
Locals perceive insurance as expensive, so we needed to make the costs more relatable, and were there are complexities to costing, we designed for that as well.
Accessibility
On the homepage, we employed cards like this to explain to users at a glance what each plan entails and how much the cost comes down to in relatable terms
Guidance
We used step-by-step guides to explain the entire process on every page, so that users know what to expect before they begin their journey
Customer Support
We offered free consultations over voice calls with our customer care to help them make decisions and/or to make clarifications where necessary.
Transparency
We ensured Customers not only always know the cost implications of their decisions but also what it covers, by having that information right on the CTAs. Our research shows that clarity is a major frustration for users.
In a low-trust society like ours, transparency builds trust, and tells users that they can trust us.
Customized Service
In situations where the cost of the product is not standard, and needs to be customized, we connect the user with our customer care for personalized service.
More Transparency
We used this on-the-spot calculator so that customers can easily see how their prices change when they add beneficiaries.
We also have a line explaining exactly what they are purchasing.
Then we have a payment button that shows the cost implication.
Personalized Experience
Finally, our messaging is customized, with the user’s name, making the experience personal.
This particular success message reiterates one last time what the customer has purchased.
We then let the user know what to expect next, and when, so that there is no anxiety.
Impact
During one of our calls for feedback, a user said - “What I loved most about this experience is how it seems to anticipate my wants, and then offer them casually. It felt like I was interacting with my friend.”.
Takeaway
Our society is a low-trust society, so as a designer, it takes extra effort to break those walls, and get users to trust that you will deliver.
We break those barriers with making extra effort at transparency, and by taking steps to understand what they care about.
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