Problem

Medicare users needed the ability to make payments over their mobile application. This application needed to be simple, yet intuitive. It had to fit into the already existing design system laid out, and it needed to be made in two weeks.

My Role

• Discovery/Research

• Prototyping

• UI/UX design

• Testing

Context

Medicare assistance was one of the first features I worked on at Florida Blue. The purpose was to update an existing payment system that prompted users to call the service to make payments. The goal was to create an intuitive and simple interface that medicare users wouldn’t get frustrated.

I met with the stakeholders involved in the project. Discussed what they had created previously. I asked the basic whys and whats of the project to get the general idea of what they needed me to help with. I got a basic understanding of what I would be building.

They handed me the basic components the next day, but it was up to me to do discovery work for what I was building. There was no real budget for user research, but I was able to find a lot of useful information on the internet about how payment systems should function.

The focus needed to be on the user’s goals. I didn’t want the design to be too different, or weird-looking as users tend not to trust something they are not familiar with. a lot of information regarding payments is automated. You don’t need to ask a user for card type as the first 4 digits do this. Some important things I needed to consider were stuff like errors and feedback.

I built the MVP and, from there, set that aside. I built iterative improvements we could add down the line, such as tutorials and FAQs. I also created a gamification piece that would award a badge for each successful thing the user accomplished.

When I met with my stakeholders, they really liked what I made but only ended up using a small amount of the MVP work as they didn’t think the iterative features meshed well with the overall product. This is part of the design process though you have many ideas, and half of them won’t get used, at least I learned.