Vhi are the leading provider of health insurance in Ireland, that are looking to move away from being an insurer to a healthcare provider.
I lead the design team that looked to improve their patient journey from booking an appointment through to post-consultation results. They wanted a premium experience for their customers that put them in control of their health but still be there when they needed a helping hand.
Vhi are the leading provider of health insurance in Ireland, that are looking to move away from being an insurer to a healthcare provider.
I lead the design team that looked to improve their patient journey from booking an appointment through to post-consultation results. They wanted a premium experience for their customers that put them in control of their health but still be there when they needed a helping hand.
Vhi are the leading provider of health insurance in Ireland, that are looking to move away from being an insurer to a healthcare provider.
I lead the design team that looked to improve their patient journey from booking an appointment through to post-consultation results. They wanted a premium experience for their customers that put them in control of their health but still be there when they needed a helping hand.
Vhi are the leading provider of health insurance in Ireland, that are looking to move away from being an insurer to a healthcare provider.
I lead the design team that looked to improve their patient journey from booking an appointment through to post-consultation results. They wanted a premium experience for their customers that put them in control of their health but still be there when they needed a helping hand.
Vhi are the leading provider of health insurance in Ireland, that are looking to move away from being an insurer to a healthcare provider.
I lead the design team that looked to improve their patient journey from booking an appointment through to post-consultation results. They wanted a premium experience for their customers that put them in control of their health but still be there when they needed a helping hand.
The current app had a large userbase and was highly rated on both app stores so we thought making small improvements would be the way to go but on further investigation and a series of user tests with their existing customers, it was clear that a re-design was the way to go.
Vhi's customers didn't feel like the product delivered a quality experience. Lack of discovery and the flow through the app were also highlighted at major problems.
The current app had a large userbase and was highly rated on both app stores so we thought making small improvements would be the way to go but on further investigation and a series of user tests with their existing customers, it was clear that a re-design was the way to go.
Vhi's customers didn't feel like the product delivered a quality experience. Lack of discovery and the flow through the app were also highlighted at major problems.
The current app had a large userbase and was highly rated on both app stores so we thought making small improvements would be the way to go but on further investigation and a series of user tests with their existing customers, it was clear that a re-design was the way to go.
Vhi's customers didn't feel like the product delivered a quality experience. Lack of discovery and the flow through the app were also highlighted at major problems.
The current app had a large userbase and was highly rated on both app stores so we thought making small improvements would be the way to go but on further investigation and a series of user tests with their existing customers, it was clear that a re-design was the way to go.
Vhi's customers didn't feel like the product delivered a quality experience. Lack of discovery and the flow through the app were also highlighted at major problems.
The current app had a large userbase and was highly rated on both app stores so we thought making small improvements would be the way to go but on further investigation and a series of user tests with their existing customers, it was clear that a re-design was the way to go.
Vhi's customers didn't feel like the product delivered a quality experience. Lack of discovery and the flow through the app were also highlighted at major problems.
The team was based across multiple offices so I needed a way for us to collaborate remotely. We turned to invision's freehand, which we had used successfully in the past. This allowed us to quickly create a shared understanding of the problem and collaborate on ideas that we would take forward.
The team was based across multiple offices so I needed a way for us to collaborate remotely. We turned to invision's freehand, which we had used successfully in the past. This allowed us to quickly create a shared understanding of the problem and collaborate on ideas that we would take forward.
The team was based across multiple offices so I needed a way for us to collaborate remotely. We turned to invision's freehand, which we had used successfully in the past. This allowed us to quickly create a shared understanding of the problem and collaborate on ideas that we would take forward.
The team was based across multiple offices so I needed a way for us to collaborate remotely. We turned to invision's freehand, which we had used successfully in the past. This allowed us to quickly create a shared understanding of the problem and collaborate on ideas that we would take forward.
The team was based across multiple offices so I needed a way for us to collaborate remotely. We turned to invision's freehand, which we had used successfully in the past. This allowed us to quickly create a shared understanding of the problem and collaborate on ideas that we would take forward.
The above shows the key areas we were looking to tackle for the redesign. I was keen to push the team to think about the emotional aspects in these areas and how the product could reassure, guide, and inform the customer to give them best possible service.
The above shows the key areas we were looking to tackle for the redesign. I was keen to push the team to think about the emotional aspects in these areas and how the product could reassure, guide, and inform the customer to give them best possible service.
The above shows the key areas we were looking to tackle for the redesign. I was keen to push the team to think about the emotional aspects in these areas and how the product could reassure, guide, and inform the customer to give them best possible service.
The above shows the key areas we were looking to tackle for the redesign. I was keen to push the team to think about the emotional aspects in these areas and how the product could reassure, guide, and inform the customer to give them best possible service.
The above shows the key areas we were looking to tackle for the redesign. I was keen to push the team to think about the emotional aspects in these areas and how the product could reassure, guide, and inform the customer to give them best possible service.
A selection of the design details that we created to push forward Vhi's design language.
Their current design was dated and full of inconsistencies, we created a component-driven design system that would allow Vhi's development team to maintain consistency and scale the product once we were no longer involved.
A selection of the design details that we created to push forward Vhi's design language.
Their current design was dated and full of inconsistencies, we created a component-driven design system that would allow Vhi's development team to maintain consistency and scale the product once we were no longer involved.
A selection of the design details that we created to push forward Vhi's design language.
Their current design was dated and full of inconsistencies, we created a component-driven design system that would allow Vhi's development team to maintain consistency and scale the product once we were no longer involved.
A selection of the design details that we created to push forward Vhi's design language.
Their current design was dated and full of inconsistencies, we created a component-driven design system that would allow Vhi's development team to maintain consistency and scale the product once we were no longer involved.
A selection of the design details that we created to push forward Vhi's design language.
Their current design was dated and full of inconsistencies, we created a component-driven design system that would allow Vhi's development team to maintain consistency and scale the product once we were no longer involved.
Defining clear routes for customer engagement.
Defining clear routes for customer engagement.
Defining clear routes for customer engagement.
Defining clear routes for customer engagement.
Customers were struggling to quickly find the information they needed.
The redesign aimed to surface the most used features of the app. This content would adapt depending on customer needs, so if their test results were ready that would be the first thing they saw when they opened the app.
To enhance the product further and give that premium feel that Vhi wanted for their customers, we looked to make use of rich notifications to highlight key events in the customer journey.
Customers were struggling to quickly find the information they needed.
The redesign aimed to surface the most used features of the app. This content would adapt depending on customer needs, so if their test results were ready that would be the first thing they saw when they opened the app.
To enhance the product further and give that premium feel that Vhi wanted for their customers, we looked to make use of rich notifications to highlight key events in the customer journey.
Customers were struggling to quickly find the information they needed.
The redesign aimed to surface the most used features of the app. This content would adapt depending on customer needs, so if their test results were ready that would be the first thing they saw when they opened the app.
To enhance the product further and give that premium feel that Vhi wanted for their customers, we looked to make use of rich notifications to highlight key events in the customer journey.
Customers were struggling to quickly find the information they needed.
The redesign aimed to surface the most used features of the app. This content would adapt depending on customer needs, so if their test results were ready that would be the first thing they saw when they opened the app.
To enhance the product further and give that premium feel that Vhi wanted for their customers, we looked to make use of rich notifications to highlight key events in the customer journey.
Helping customers through their booking experence.
Helping customers through their booking experence.
Helping customers through their booking experence.
Helping customers through their booking experence.
In the current experience, all engagement with the clinics was done over the phone which meant booking could only be taken between office hours. With our approach customers could engage with Vhi how and when they wanted to.
We adopted a just in time approach to booking an appointment that showed them the information when needed it and guided them through the process.
In the current experience, all engagement with the clinics was done over the phone which meant booking could only be taken between office hours. With our approach customers could engage with Vhi how and when they wanted to.
We adopted a just in time approach to booking an appointment that showed them the information when needed it and guided them through the process.
In the current experience, all engagement with the clinics was done over the phone which meant booking could only be taken between office hours. With our approach customers could engage with Vhi how and when they wanted to.
We adopted a just in time approach to booking an appointment that showed them the information when needed it and guided them through the process.
In the current experience, all engagement with the clinics was done over the phone which meant booking could only be taken between office hours. With our approach customers could engage with Vhi how and when they wanted to.
We adopted a just in time approach to booking an appointment that showed them the information when needed it and guided them through the process.
Smarter, focused and
stress-free.
Smarter, focused and
stress-free.
Smarter, focused and
stress-free.
On the day of the appointment, we switch the app to appointment mode, showing customers the most critical information, check-in, directions, and their appointment details.
If they have any questions or need to speak to the clinic to cancel or rearrange we surface that up too so they don't need to search for that information.
These are small details but we believe that they all add up to create a simple, stress-free experience.
On the day of the appointment, we switch the app to appointment mode, showing customers the most critical information, check-in, directions, and their appointment details.
If they have any questions or need to speak to the clinic to cancel or rearrange we surface that up too so they don't need to search for that information.
These are small details but we believe that they all add up to create a simple, stress-free experience.
On the day of the appointment, we switch the app to appointment mode, showing customers the most critical information, check-in, directions, and their appointment details.
If they have any questions or need to speak to the clinic to cancel or rearrange we surface that up too so they don't need to search for that information.
These are small details but we believe that they all add up to create a simple, stress-free experience.
On the day of the appointment, we switch the app to appointment mode, showing customers the most critical information, check-in, directions, and their appointment details.
If they have any questions or need to speak to the clinic to cancel or rearrange we surface that up too so they don't need to search for that information.
These are small details but we believe that they all add up to create a simple, stress-free experience.
Simple clear &
insightful.
Simple clear &
insightful.
Simple clear &
insightful.
Simple clear &
insightful.
We designed the medical report to reveal clear insights into customers health and allow for customer-driven care.
Customers can quickly see an overview of their health then drill down into specifics such as family history, medical history, etc.
We also prompt customers to set and manage health goals as well as connect wearables that will give clinicians an accurate up-to-date picture of the daily health.
We designed the medical report to reveal clear insights into customers health and allow for customer-driven care.
Customers can quickly see an overview of their health then drill down into specifics such as family history, medical history, etc.
We also prompt customers to set and manage health goals as well as connect wearables that will give clinicians an accurate up-to-date picture of the daily health.
We designed the medical report to reveal clear insights into customers health and allow for customer-driven care.
Customers can quickly see an overview of their health then drill down into specifics such as family history, medical history, etc.
We also prompt customers to set and manage health goals as well as connect wearables that will give clinicians an accurate up-to-date picture of the daily health.
We designed the medical report to reveal clear insights into customers health and allow for customer-driven care.
Customers can quickly see an overview of their health then drill down into specifics such as family history, medical history, etc.
We also prompt customers to set and manage health goals as well as connect wearables that will give clinicians an accurate up-to-date picture of the daily health.
We designed the medical report to reveal clear insights into customers health and allow for customer-driven care.
Customers can quickly see an overview of their health then drill down into specifics such as family history, medical history, etc.
We also prompt customers to set and manage health goals as well as connect wearables that will give clinicians an accurate up-to-date picture of the daily health.
