Navy Health

giving power back to the customer

User testing, Interaction design, development

Overview

Navy Health is a Members owned health insurer that caters for the Australian defence community and their families. The original website and quoting process was outdated and didn’t cater to customers needs personally.

Putting the customer in the driving seat

Our focus for the project was to create a personal and enjoyable quoting process that made the user feel in control.

We began by exploring two concepts that incorporated different approaches to a few components of the quoting process. Through this ideation phase, we explored layouts for getting important information and the display of policy cards. Through this exercise, we tried to source our inspiration from the process of a conversation.

Getting to know the "driver"

To justify our concepts moving forward, we set out to understand who would be using this interface. To achieve this, we dug into Navy Healths analytics. The results were quite surprising, with the results showing that the demographic is quite young.

Testing the driving seat

Once we understood who was most likely to use this interface, we finalised the two concepts as a working prototype. With the two prototypes ready for testing, we organised ten participants. This phase of the study was to get a grasp of what was working and what needed improvements.
We performed ten tests to get an initial grasp of the overall issues. The participants were split into two groups to get a balanced comparison of each prototype.From the tests we observed a number of behaviours and concerns from the participants.

"Form completion is a long standing difficulty online, especially when we’ve grown accustom to fast processes and transactions. Elements of making this process feel faster is exactly what we wanted to test."

Harrison
User Experience Designer

Old industry means old technology

A core requirement was to integrate with their customer management system HAMBS - an enterprise behemoth - and the NAB payment gateway. We leveraged the new WordPress REST API to integrate their quote and signup with these older systems.

"Form completion is a long standing difficulty online, especially when we’ve grown accustom to fast processes and transactions. Elements of making this process feel faster is exactly what we wanted to test."

Harrison
User Experience Designer

Health insurance is a necessity

This means quoting and joining must be a first class experience. That’s why we chose react as our weapon of choice. Through React and Redux, we were able to achieve an incredibly responsive and joyful interface that’s a delight to use - whilst also getting the job done.

Unfortunately, It isn’t as easy as a click of a button

Though it should be. HAMBS requires quite a reasonable amount of information from the user before any sort of membership is created. That being said, HAMBS is quite strict with the information sent through to their API, one small mishap or wrong entry entered by the user could result in a failure of membership creation.

"To cater for such volatility, with the help of React Redux Form and through trial and error, we constructed a validation system that set parameters around the application. This ensured that the user wouldn’t be able to proceed through the signup process if something wasn't quite right with their application."

Jonathan Puc
Full stack developer

Started at the bottom now it’s online. We built it as well.

We didn’t just want to do a little here and then pass the project on to someone else. We started from the ground and built a consistent experience that helps Navy compete with the ever growing Private health insurance industry.

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