Blue Shield of California needed help. In an industry plagued by low customer trust and expectations their members faced a fragmented digital experience that lacked identity, consistency, and credibility. For many members this made a trying time of life even more difficult.
Blue Shield of California members can keep their health insurance plan at their side with a completely redesigned mobile app experience. Fingerprint authentication simplifies access to a personalized dashboard that puts the top tasks and key plan information front and center. Needing to show an ID card at the emergency room, finding urgent care, or simply managing deductible and health spending amounts are all in reach with a single tap. Finding a doctor is now intuitive and painless through an experience that makes it easy to refine results, map desired locations, learn about doctors, and understand if they are in-network. Getting plan information and benefit details is equally effortless.
Role: Being part of a larger team responsible for a full digital refresh my role was to create the new Android app. Working with an art director and UX architects I created an all native app experience that integrated seamlessly with the new website. After designing the experience I assisted in redlining for development and user testing.
Outcome: A 50% increase in app users, 26% increase in sessions per user and 132% more app downloads.