The Exeter — HealthWise Insurance App UX Review
Enhancing Registration & Login Journeys to Minimise User Friction
The Brief
The HealthWise app provides Exeter policy members access to various healthcare benefits, including virtual GP consultations, specialist referrals, physiotherapy, and mental health support. However, the registration and login journeys presented significant usability challenges, preventing users from accessing the app’s core features:
Pain Points
- Difficulty confirming user policies during registration.
- Frustrating authentication process hindering account creation and login.
Objective
- Enable users to seamlessly verify their policy, register, and access key features such as “My Services,” “My History,” and “My Medical History.”
Scope Of Work
- Focus exclusively on the registration and login journeys.
- Ensure the system can validate user policies by calling a database via an API and authenticating legitimate users.
- Content beyond these journeys and the broader app UI was out of scope.
The solution
UX Review & Recommendations
A detailed review of the existing registration and login processes identified key areas for improvement.
Low-fidelity Wireframes
Proposed solutions were visualised through Axure wireframes, including:
- Registration journey (fig 2.1): Streamlined steps for verifying user policies and confirming accounts.
- Login journey (fig 2.2): Simplified and intuitive authentication flow to reduce user frustration.
Hi-Fidelity Design
Collaborating with business stakeholders, I translated wireframes into hi-fidelity designs. Key actions included:
- Developing clear, user-friendly interfaces for the registration and login journeys.
- Ensuring design outputs aligned with existing UI constraints, as broader updates were out of scope.
- Sharing detailed design documentation with the external development team to facilitate implementation.
The Result
The Exeter insights team evaluate performance metrics and is expected to measure the impact of increased logins and registrations.
