Membership & Benefits,
Doctor Anywhere
Doctor Anywhere re-launched a new Membership & Benefits feature in 2022 that is designed to help users link multiple insurances benefits across the regions available and select a primary benefit for a customised experience.
Role: Product Designer
Tools: Figma
Background
Doctor Anywhere is a healthcare and wellness platform, providing it’s users with virtual and physical services. For example, virtual consultation with a GP or specialist. Users with membership benefits can enjoy features like view their membership benefits, access to their insurance e-card for physical clinic visits, and even search for panel clinics etc.
Impact
with over
350,798 ( 20%)
of DA users being membership users, these users will be able to access their benefits from the regions available, this allows users to manage all the benefits without having multiple applications.
Additionally, with more insurance partnerships, Doctor Anywhere would also be able to onboard more users to the platform.
The initial design,
Insights found from user interviews and help center complains,
Unable to find Membership & Benefits tile
Corporate logos were not consistently sized, logo too small
Lack of guidance in helping user understand what information is required when linking memberships
Limited information on membership benefits available to users
The proposed solution,
The happy flow,
Improved discoverability,
Entry point v02
Total steps reduced from 3 to 1
The initial entry point required 3 steps for users to get to the benefits page, given that the user would know where to look. Therefore, to improve the discoverability of this feature, we moved it to the home page, reducing the number of steps to 1.
Additionally, to drive new users to linking their membership, we have introduced a temporary prompt on the Home Screen.
Initial entry point,
Proposed entry point,
Ensure accessibility and cohesiveness,
To ensure accessibility and cohesiveness when users select their membership, I identified the various logo styles and types within the app. 2 types of logos were needed, a primary and secondary logo. Primary logos to be used within e-cards and secondary logos to be used in a list. With this, I also created a documentation and template for onboarding new memberships to the platform, reducing the time needed and ensuring consistency for design when onboarding new corporate memberships.
Location selection,
User can link their membership(s) from the various countries, where DA have partnership with.
Additionally, to ensure inclusivity, countries like Thailand and Vietnam have their native language translation.
Error prevention & handling,
Error messages and tooltips are respective to the membership programme selected.
Variations include:
Generic message
Digit specific for membership id, e.g. 10 digits or 16 digits
Regional national id examples
Multiple policies selection,
If a user have more than one policy with an insurer, all their policies will be displayed and available for them to be linked to their profile.
Benefits information,
The redesigned e-card is to ensure that clinic receptionist will be able to quickly identify key information, as well as to maintain a clean interface for users.
All membership benefits are carefully organised in a “view benefit” section, to reduce unnecessary clutter when our users are only looking for their e-card.
Membership labelling,
To help users identify their memberships easily, we have included a set of predefined labels for them to choose from.
Measured impact
17.5k (5%)
increase in users who linked their membership