Overview
In 2022, BCBSM had a new build they wanted to launch in a couple months. I worked with their stakeholders to make a more efficient APP by streamlining their user flows from 250 screens down to 150, removing old screens, mitigating some pain points, as well as add some new functionality. Design files were initially built with Illustrator and the prototype was done with InVision, then later moved to Figma in 2024.
Role: UX/UI Lead Designer
Timeframe: Sept 2022 - Nov 2022
Target Platform: iOS and Android
Design Process:
• Research | Personas | Web & User Flow IA
• Wireframing
• Interactive Prototype
The Challenge
1-2 months to accomplish the UX and business needs:
• Streamline their user flows and add some new functionality.
• Mitigate pain points from the reduction of screens and added functionality.
• Enhance and optimize parts of the interface.
Key challenges Addressed:
• Reduced 250 total screens down to 150 by heuristic testing and user testing feedback provided by BCBSM.
• Added to search functions for pharmaceuticals, PCPs and hospitals.
• Updated Interface throughout parts of the app.
• Comprehensive testing against the removal of the screens to make sure the IA wasn't broken.
NOTE: Due to privacy regulations and NDA's with BCBSM:
All work that went into modifying and designing the app were created with the use of software through a virtual machine/desktop on their healthcare network or with their cloud software account. Research doc and Personas were recreated to show process with fictional names and modified information. All wireframes, prototypes, user journey's and full IA flows used for the design and development remain under restricted access.
Design Process
Research | Personas | Main IA Web Flow
User Testing, Research and Personas
• Provided by BCBSM and worked with stakeholders from the results.
Information Architecture • We analyzed the original 250 screen web flow.
• Removed the 100 screens that were the result of the user testing, interviews, questionnaires and new business needs provided by BCBSM
• Re-structured, tested and re-linked the web flow until we had 100% fluidity without breaks or 404 errors.
Wireframing and Prototyping:
• Started with low-fidelity wireframes to help map out additional screens for the new search functionality. • Created new high fidelity screens from illustrator files.
• Added new screens into the prototype and rigorously tested the new AI web flow.
Design System for Visual Design & Style Guide:
• Illustrator files were previously used as a design system provided by BCBSM.
• Advised BCBSM to switch to Figma for scalability and easier development handoffs moving forward.
The Results
Client was thrilled we accomplished their needs and in under the timeframe to meet the business goals of a 2023 1st quarter launch. BCBSM took our advice and planned to move the mobile APP to a Figma design architecture.
30% Increase in Consumer Satisfaction
35% Faster Task Completion
Any questions? Contact Michael
Download the APP (Just for show. You need an account.)
