Designed a comprehensive mobile app designed to empower members of a healthcare and insurance program to self-manage their medical benefits, track claims, and access essential documents—without relying on customer support.

My Role:
Acted as both UI Designer and Business Analyst — gathered feedback, focused on designing an intuitive, user-centric interface that simplifies complex insurance processes.

Design tool:
Figma (used for wireframes, interactive prototypes, and final UI design)

Results:

  • Delivered a modern and user-friendly mobile interface that simplified core insurance tasks

  • Significantly reduced customer support dependency

  • Enhanced user engagement with faster access to health plan information

🔍 The Problem

Members often depended on customer support for simple tasks like checking entitlements, submitting claims, and locating panel clinics. This led to unnecessary call center load, long resolution times, and frustrated users.

🎯 Goals

  • Reduce support volume through self-service access
  • Streamline complex insurance workflows (e.g. GL, claims)
  • Improve user experience across mobile platforms

🧩 My Process

1. User Requirements Gathering

  • Collaborated with internal teams and stakeholders to collect user feedback and clarify business priorities
  • Reviewed common user pain points in claims submission and benefit tracking

 

2. UX Design & Flow Mapping

  • Defined core user journeys: E-Card viewing, Guarantee Letter (GL) request, Claims history, Panel Locator
  • Focused on visual clarity, minimal clicks, and accessibility for users of all tech levels

3. UI Design & Branding

  • Designed a clean and intuitive interface featuring:

     – Modular homepage with 6 clear CTAs
    – Color-coded e-card with real-time benefit info
    – Easy-to-use GL request form with status checks
    – Interactive panel locator and virtual assistant access

     

4. Prototyping & Developer Handoff

  • Delivered interactive prototypes via Figma for devs

  • Worked closely with engineers to ensure alignment during implementation

    💡 Reflection

    Streamlining a complex claims process into just a few intuitive taps was both challenging and rewarding. It was also crucial to ensure that the UI aligned seamlessly with the client’s branding—visually communicating trust, care, and professionalism. This project pushed me to think critically about flow simplification, visual clarity, and delivering a polished product that felt both functional and brand-aligned.

    Diabetes Management Mobile App
    Insurer Portal Redesign

    Chai Hoong

    With a background spanning business analysis, UI/UX design, and digital marketing, I help brands turn ideas into user-centric digital experiences that not only look great but also perform. From redesigning websites to developing growth-focused campaigns, I bring both an analytical and creative edge to every project I take on. Let's connect!