Project Details
Website: App Store Link
Tools: Axure, Figma, UserTesting.com
Duration: 2023 - 2024 (12 Months (Discovery through Launch & Iteration)
Role: Product Designer, UX Researcher
Product/Project Type: Native Mobile Application (iOS & Android) Redesign and Feature Implementation.
Pet insurance claims often happen during high-stress situations. So we delivered the Healthy Paws mobile app (v1.0) in 2013, which was the first pet insurance mobile app in the market. The Healthy Paws mobile app transformed the traditionally cumbersome, paper-heavy reimbursement process into a fast, transparent, and mobile-first experience. However, the functionality was limited. So we decided to refresh the mobile app to improve the user experience.
The Challenge & Goals
The core challenge was to reduce the anxiety and effort associated with filing pet insurance claims by using the mobile app. We identified the issues from customer feedback data, user testing, and user interviews. According to our research, customers had difficulty navigating the mobile app and were unable to view claim status or submit missing claim documents, which slowed their claim process.
Design
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Marketing
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