Bupa App
.jpg)
Goal
Revamp the interface to create a globally accessible application that caters to the needs of both end users and medical professionals.
Problem Statement
The Bupa global application component suffered from obsolescence, poor navigability, and inaccessibility, creating challenges for both end users and medical professionals relying on the portal.
At a distinguished design agency, I took on the role of a UX Consultant tasked with a design overhaul and launch of Bupa's global medical portal.
What does success look like
Created a new UK-led global medical portal that was accessed by over a million users
Comprehensive insights from stakeholders, GP's, end users, best practices, and accessibility considerations
Implemented significantly long forms in a user-friendly manner by utilising progressive disclosure
Documentation
Keep detailed records of your design decisions, research findings, and user testing results.Collaboration
Communicate effectively with cross-functional teams, including developers, product managers, and stakeholders, to ensure a shared understanding of the design goals.
Documentation and Communication
Research
Comprehensive research was imperative to gain insights into the current user experience, and identify pain points experienced by both medical professionals and end customers interacting with the portal.
The research process initiated with user testing sessions to understand the perspective of portal users. Concurrently, a detailed review of existing analytics data was conducted to unearth valuable patterns and trends in user behavior.
In parallel, an in-depth journey mapping exercise provided a visual representation of the user experience, shedding light on critical touch-points and pain areas.
Collaborative workshops were organised, involving clients and end users, creating a forum for agile teamwork. During these sessions, requirements were diligently collected and transformed into user stories.
Following this, a prioritisation of these requirements was established, resulting in a well-structured requirements backlog in preparation for the upcoming portal rollout.
Process
Wireframes and Design
The client placed utmost importance on the UK portal, which was intended to serve as the foundational template for the global platform. In response, I initiated the design process by producing initial sketches and low-fidelity wireframes.
These wireframes were then subjected to comprehensive internal and external user testing, with a specific emphasis on key user journeys.
The insights and feedback gathered from these testing phases were thoughtfully incorporated into the subsequent iterations of the wireframes. This iterative process ensured that relevant updates and enhancements were seamlessly integrated, aligning the design more closely with the client's and users' needs.
After a series of ongoing client workshops, thorough research efforts were initiated to formulate a design system that incorporated the brand identity, and provided an optimal experience for all end users.
A straightforward yet effective material design approach was used, to augment the overall simplicity of the experience and interactions within the system.
High-fidelity wireframes were developed in alignment with the user interface design. Key elements were prototyped to illustrate the interactions in action.
Upon the approval of all design stories, the project transitioned into the implementation phase, going live. Continuous testing and learning took place through the use of analytics to refine and optimise the user experience.
Build and Iterate
