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PROJECT: HealthPartners had a mobile app experience that was good but they were also looking for a refresh that align the app to the brand as well as add more value to the experience. The average app use would only use the app 2-3 times a year and would be in the app for minimal time. The refresh of the app needed to be human centered and as intuitive as possible. We created a moment of personalization that would identify the user and say hello while in the background the app was pulling data from multiple systems. In the past this would happen while the user say nothing leading people to think that the app was slow or non-responsive. Once the data was pulled together a springboard experience was created that would have 6 actionable options for the user based off of user research. Be it paying a bill, making an appointment, refilling prescriptions or checking on claims this was all pulled together in a homepage experience where as in the past the user would have to click around to multiple pages to get the same information.
RESULTS: Work for the myHP worked out very well and also influenced how the .com experience could work. Users were happy with the experience and the thoughtfulness of the predictive journey mapping that was done for them.
July 12, 2018