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Transforming Patient Engagement: A Case Study on Redesigning Serefin's Health Concierge to Boost Sign-Ups by 25%

Serefin's Health Concierge provides exceptional healthcare solutions to individual consumers and solutions for corporate EAP. Serefin also provides users the coverage when they travel.

I worked on various aspects and features of this product while contributing to the design system.

Who are the users?

My role

Serefin's corporate plan members

Nurses

Conducting competitor analysis, user research, high fidelity mockups and prototypes while working with Product Manager and developers.

Tools used

The Goal

Figma, Asana (project management)

To create a one-stop solution to chat with a nurse, create health profile & keep track of the appointments

The Problem

There are many healthcare providers in the market that provide 24 by 7 access to users to talk to the nurses and get medical advice. But none of these cover you when you travel, that was Serefin's USP.

The Solution

We came up with a solution to add a dedicated section that would show the user their travel dates, the details about the country they are visiting, and how to access their profile while they travel.

The Impact

This feature was well received by the customers. We targeted user satisfaction to increase by at least 25% but were able to achieve a 38% increase and 150+ new users onboarded.

My design process

Discover

User Interviews

Research

Define

Empathy Map

How might we

Design

User flows

Information architecture

Wireframes

Deliver

High fidelity mockups

Interactive prototypes

Usability testing

After talking to the potential users and gathering feedback, I came up the wireframes to lay out what would go where and got feedback on the placement.

Wireframes

Mockups

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YOUR HEALTH PROFILE

Source: https://www.color-blindness.com/coblis-color-blindness-simulator/

Here's a peek at the working prototype of how Health Concierge works for Nurses

Challenges & Key learnings

What I learned from this project:

​

  • Leading an end-to-end design process while contributing to other initiatives.

  • Collaboration can do wonders (fast).

  • Designing features for an existing product without making too many changes.

  • Gaining feedback early on can be a game-changer.

  • Importance of accessibility.

See my other case studies

Volkswagen's inventory tool
Standard Chartered Bank
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