Health In
Improving critical healthcare journeys through a more efficient and accessible digital experience. (NDA)
Discovery
We analyzed support tickets, behavioral data, and market references to understand the main friction points across the platform.
The research showed that essential tasks — such as claim tracking, authorizations, and provider search — were difficult to complete, generating avoidable support demand and increasing operational pressure on customer service teams.
Problem
Core healthcare journeys were fragmented and difficult to navigate. Users struggled to find information, understand process status, and complete actions with confidence.
This directly impacted:
support volume
task completion efficiency
perceived reliability of the platform
Solution
We redesigned the main service flows with a focus on clarity, accessibility, and operational efficiency.
The work included:
simplifying navigation architecture
improving status visibility
reducing interaction steps
introducing contextual shortcuts for recurring actions
restructuring information hierarchy across critical journeys
The goal was to reduce friction in high-frequency tasks while creating a more trustworthy and predictable healthcare experience.
Bring hospital-grade care into a simple, human, and immediate digital experience.
Evolving the application from a bureaucratic tool into an active, intelligent partner for preventive health.
