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NexgenRx

 

NexgenRx

Redesigning the end-to-end experience in Nexmobile, NexgenRx’s benefit claims app for iOS and Android.

 
 
 
 

Responsibilities

  • Information Architecture

  • User Experience

  • User Research & Usability Testing

  • Visual Design and Prototyping

Timeline & Team

  • Launched 2019

  • 8 months start to finish

  • Product Designer (me), Product Manager/Customer Success Manager, Front-End Developer, Back-End Developer, QA, Client Stakeholders

 
 
 
 

company overview

NexgenRX is a Canadian provider of group benefit plans. Through their Nexmobile app, members can submit real-time and image claims and check their benefit usage.

 

(Click to enlarge) UI of the Member Plan and Details section. Under this section, users could review their policy details, dependents as well as their HCSA balance. The redesign of the navigation from a hamburger menu to a toolbar made it easier for users to find details like their plan details and benefits usage.

 

With the redesign of their web portal, they wanted to revamp Nexmobile, to;

  1. Reduce the number of crashes

  2. Improve the UX of the claim submission process

  3. Align the mobile interface with the new web platform for a more cohesive brand identity.

Working over eight months in a team of 5 that included a Product Manager, Front-End Dev, Back-End Dev and QA, I was responsible for the following:

  • Defining the information architecture

  • User experience and usability testing

  • Visual design and prototyping

 
 
 
 

User research

How do you validate your work with end users when your client is resistant to you talking to their users?

 
 

The proto-persona I developed after survey NexgenRX’s customer support team.

 

As the stakeholders were reluctant to facilitate user interviews, I reached out to their customer support team. As they didn’t have any documentation to draw on, I developed a short survey and sent it out to their team, receiving 10 responses.

The results of the survey, combined with my review of user feedback in the app stores, helped focus my design direction and gave me more insight into common user complaints. Using this information I developed a proto-persona to guide the design.

 
 
 

Wireframes

One of my primary goals was to give users a snapshot of their benefit usage, healthcare spending account (HCSA) amount and status of submitted claims on the homescreen.

 
 

(Click to enlarge) Wireframe exploration for NexgenRX’s home screen. With the second wireframe, I wanted to focus on making the benefits more visual and engaging with a chart. I felt the homepage should have more of a dashboard feel.

 
 
 

Visuals & Prototype

Using Sketch to create the visuals and Invision for the prototype, I created high-fidelity mock-ups to help the stakeholders get the look and feel of the final app.

 
 

(Click to enlarge) Some UIs from the HCSA claim submission process.

 
 
 

Outcomes & lessons

My work on this app directly contributed to NexgenRX gaining a huge client, the International Union of Operating Engineers. Based in Ontario, the union has 17,000+ members.

 
 

Outcomes

  • Nexmobile was developed to be fully white-labelled, allowing NexgenRx to adapt for future customers.

  • By changing the colour palette and logos, the prototype was used as a sales tool for NexgenRx to attract new customers.

  • Reduction in calls for customer support staff.

Lessons

  • When circumventing stakeholders for user-research, the customer support team can be a great resource.

  • There can never be too much detail when communicating with developers. Be as literal as possible.

 
 
 
 
 

thank-you for reading!

Wanna learn more about this project? Let’s chat

You can reach me at: kerleajoseph@gmail.com