UNITED HEALTH CARE
Native App
Mobile
Problem Statement
UnitedHealthcare members face fragmented, time-consuming digital experiences when accessing and managing their benefits, especially on mobile. Core tasks like checking coverage, tracking spending, finding providers, and understanding plan details require too many steps across unclear flows, leading to confusion, missed savings opportunities, and reduced confidence in managing care.
As a result, members experience lower engagement, satisfaction, and trust in UnitedHealthcare’s digital services. Non-English speakers face additional barriers due to poor localization and complex healthcare language, while families struggle with real-time dependent management, comparing care costs, and proactively using Health Savings Accounts.
Business Goals
To address these problems.The business defines the goals for the new product list system
Boost self-service by simplifying key digital tasks.
Help members plan ahead with clear HSA and deductible info.
Build trust with a personalized, intuitive mobile experience.
Promote preventive care with smart reminders and cost tools.
Use data to personalize
optimize, and guide future strategy.
My Role
As a Senior UX/UI Designer I lead the strategy in the UX experience and User interface. I worked closely with product managers, accessibility specialists, stakeholders, and other designers to bring clarity and usability to the app experience.
Ux Research Plan
Empathize Stage
I define clear objectives, identify key participants, and shape a timeline that would lead to meaningful, actionable insights
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What challenges do members encounter when using digital tools to manage their health and benefits?
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​What features or experience would members consider a seamless and ideal digital health journey?
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How comfortable and confident are members when managing their care through the app?
Metodology
I applied the User Center Design—an approach that allowed me to deeply connect with users and uncover meaningful opportunities.
Interviews
I conducted 6 structured interviews. This qualitative approach allowed me to uncover the root causes behind their frustrations, behaviors, and beliefs around managing healthcare.
Sarah
Emily
Andrew
Olivia
Ryan
Jared
Interview Questions
I define a set of structured questions that would allow me to capture actionable insights from the very first interaction. These questions helped guide each session while still allowing space for users to expand and share their unique experiences.
"I have to log into three different systems just to check my benefits, prescriptions, and billing."
"I waste time switching between platforms just to find basic info. "
Interview Insights
"If I can’t understand my coverage right away, I assume I’m missing something. Honestly, it feels like it’s made to confuse me."
"I only find out something’s wrong after my claim gets denied. "
" My mom won’t even call customer service because she doesn’t speak English "
"I didn’t even know I had mental health benefits until someone mentioned it."
Surveys
I run surveys with 7 participants to broaden our understanding and move beyond anecdotal feedback and bring in measurable insights that directly influenced our design decisions.
Survey Template
I crafted questions around four key areas:
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General Workflow
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List Structure
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Priorities
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Pain Points
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Tools & Automation
Survey Results
Key insights from the survey areas:
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Multi-channel insurance management
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Difficult information findability
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Coverage & billing confusion
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Unexpected bills / claim denial experiences
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High reliance on support and follow-up actions
Competitive Analysis
I carried out a competitive analysis to understand how other platforms approach to health care services
Competitive Analysis Results
I used template for my analysis. It served as a strategic tool to validate our direction and highlight where we could stand out
Competitive Key Funcionality Analysis
This analysis allows me to identify key opportunities to improve the user experience.
User Persona
Define Stage
Emily Johnson, a working professional with experience navigating private health insurance, whose main responsibility is managing her healthcare digitally—understanding her coverage, tracking claims, and finding in-network providers while avoiding unexpected costs.
Persona
Template of the user persona with all the details.
User Journey
I map a User Journey, detailing each step that users follow in their current workflow. I identifies moments of friction and what Emily thinks and feels during her experience.
Ideation (Stage)
With a clear understanding of Emily paint points and needs, I start to design in collaboration with the design team and developers.
Sketching (Stage)
With a clear direction set, we move into the sketching phase. Using Figma and FigJam, the team collaborates closely to explore early design ideas, wireframes, and user flows.
Prototyping
We move from sketches to interactive prototypes. At this stage, we begin testing core interactions and flows
Iterations
I went through several iterations in the design, based on internal reviews and preliminary testing sessions.
User Testing Document
I defined the scope of the user testing
User Testing Questions
In user testing with eight participants, I find that 20% of tasks were completed successfully, but 80% of users had difficulties.
Testing Feedback
Different stakeholders shared their feedback, revealing usability issues and overlooked needs that could affect adoption.
Testing Results
Their feedback uncovers moments of confusion and friction—such as unclear permissions, irrelevant search results, and slow updates. As a result I get a big and clear picture of everything that needs to improve.
Iterations
These insights guided the next iteration of design.
Final Mockup
This final mockup represents the consolidated design solution, integrating validated feedback, refined interactions, and visual consistency to support a clear, usable, and scalable experience.
Key Results
With the launch of the united healthcare redesigned app, users began experiencing real, measurable improvements in record time.
Faster claim make claims easier to complete.
Better member management improve family account visibility.
Improved provider search help users find in-network care faster.
Fewer form errors
reduces mistakes during submission.
Fewer support requests reduces user confusion.
Next Steps
Looking ahead. The focus now shifts to refining the tool based on real user and stakeholder feedback collected during this rollout.
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At the same time, Track and address any design debt introduced during new revisions—ensuring future iterations are smoother, smarter, and even more aligned with business goals.
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