Medibank

Medibank was facing a decline in customer satisfaction, this was evident by a decrease in renewals among customers aged 25 to 50. The aim is to investigate the root cause of the decrease and improve the products and services to stabilise or increase membership renewal rates.

Data gathering: Conducted 24 in-depth interviews with customers aged 24-55, representing diverse backgrounds and insurance statuses.

Insights: Identified three recurring customer concerns:
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•Lack of policy transparency.
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•Difficulty finding suitable providers for medical conditions.  
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•Having to other software and services to make an appointment booking.

Assessment of existing services: Reviewed Medibank's current member portal and mobile app. Identified issues with transparency, provider selection, and booking processes.

Create user journey and service map of current process, enabling the team to assess the current deficits users were experiencing when making a medical appointment.  

Creating low fidelity wireframes to help define and communicate the design intent, functionality, and content placement to stakeholders.

Validate the wireframes with real users to gather feedback and insights about the product's usability, accessibility, and customers' feelings about overall user experience and incorporate the feedback from user testing into the design.

The creation of the high fidelity designs, ensure each component is correctly used and assessed to meet Medibank's guidelines.

User testing showed promising results with users feeling confident using the application. Unfortunately the project was cancelled, just before launch. This was due to a change in the product strategy from the senior managment.