CHI
The Council of Cooperative Health Insurance oversees the health insurance industry in the Kingdom, responsible for establishing and implementing executive policies and procedures.
The goal of this project is to enhance the user experience of their existing services across various platforms, including their web portal, mobile application and intranet.
To gain a deep understanding of the current state, we began the project by interviewing internal stakeholders (CCHI employees) to learn about the services they provide.
I conducted a significant portion of the user research, interviewing external stakeholders, including representatives from insurance companies, health providers, employers, and individual users. These interviews focused on their experiences with CCHI services, particularly in areas such as complaints, accreditation, qualifications, refunds, suspension lifts, and inquiries.
This research resulted in a comprehensive understanding of user needs and pain points, which were then analyzed and synthesized using an affinity map to identify key themes and patterns.
Based on these insights, I collaborated with (my colleagues) the UX designers, service designer and UX researches to develop user stories, screen flows, information architecture and service blueprints that effectively addressed the identified user needs and pain points.
After completing the research phase, I collaborated with the UI design team in the development of a unified design system for all CCHI platforms (CRM, External Portal, Intranet, and Mobile App). Our design decisions were meticulously informed by user research findings, such as user stories, screen flows, and information architecture.
