Nastia Golovina
Nastia Golovina
Sanitas app redesign
Sanitas app redesign
Sanitas is a Spanish insurance and medical company that provide insurance for many international clients as well as have many hospital and clinics. The goal of this project was to analyse main pain points of the app and redesign it to make more user-centered and user-friendly
Sanitas is a Spanish insurance and medical company that provide insurance for many international clients as well as have many hospital and clinics. The goal of this project was to analyse main pain points of the app and redesign it to make more user-centered and user-friendly
Sanitas is a Spanish insurance and medical company that provide insurance for many international clients as well as have many hospital and clinics. The goal of this project was to analyse main pain points of the app and redesign it to make more user-centered and user-friendly
My role
My role
UI/UX Designer
UI/UX Designer
Tools
Tools
Figma
Figma Illustrator
Figma
Time
Time
3 weeks
3 weeks
3 weeks
01/
01/
What was the idea?
What was the idea?
Sanitas is a Spanish medical insurance company that provides medical insurance for variety of people including international students and workers coming to Spain from different countries. They position themselves as an international company focused on providing health care for internationals. But their application is not really adapted to this market segment and a lot of people still complain, havce problems with language barriers and find it hard to get a doctor appointment.
The goal of this project was to identify the main user's painpoints of using application to get a doctor appointment and redesign the app based on this research
Sanitas is a Spanish medical insurance company that provides medical insurance for variety of people including international students and workers coming to Spain from different countries. They position themselves as an international company focused on providing health care for internationals. But their application is not really adapted to this market segment and a lot of people still complain, havce problems with language barriers and find it hard to get a doctor appointment.
The goal of this project was to identify the main user's painpoints of using application to get a doctor appointment and redesign the app based on this research
Sanitas is a Spanish medical insurance company that provides medical insurance for variety of people including international students and workers coming to Spain from different countries. They position themselves as an international company focused on providing health care for internationals. But their application is not really adapted to this market segment and a lot of people still complain, havce problems with language barriers and find it hard to get a doctor appointment.
The goal of this project was to identify the main user's painpoints of using application to get a doctor appointment and redesign the app based on this research
02/
02/
Conducted research
Conducted research
To identify the main problems I interviewed three people. The main focus of the interview was the user journey when booking an appointment with a doctor through the app and tagret audience is International users
Interview questions
Interview questions
Based on the interviews I identified two main problems that a lot of users face (including me):
It is hard to choose or find English-speaking doctor
It is difficult to manage the location in the app and look for closest locations.
Vinayek
Bio
International worker in Spain
Needs medical insurance for visa, chose Sanitas for their international aproach
Uses Sanitas sometimes for appointments with doctors
Bio
International worker in Spain
Needs medical insurance for visa, chose Sanitas for their international aproach
Uses Sanitas sometimes for appointments with doctors
Experience with the app
Mostly positive experience
Language issues
Mostly uses Emergency care (=less problems)
Experience with the app
Mostly positive experience
Language issues
Mostly uses Emergency care (=less problems)
Arina
Bio
International student in Spain
Uses Sanitas often to get appointments
Bio
International student in Spain
Uses Sanitas often to get appointments
Experience with the app
Mostly exhausting experience
Language barier gives additional anxiety
Hard to get appointment quickly
App is not intuitive
Confusing features and lack of useful features
Experience with the app
Mostly exhausting experience
Language barier gives additional anxiety
Hard to get appointment quickly
App is not intuitive
Confusing features and lack of useful features
Masha
Bio
International worker in Spain
Needs medical insurance for visa, chose Sanitas for their international aproach
Uses Sanitas often for appointments with doctors
Bio
International worker in Spain
Needs medical insurance for visa, chose Sanitas for their international aproach
Uses Sanitas often for appointments with doctors
Experience with the app
Mostly negative experience
Language barrier issues
App is not intuitive
Hard to pick closest location
Not location focused
Confusing appointment confirmation
Experience with the app
Mostly negative experience
Language barrier issues
App is not intuitive
Hard to pick closest location
Not location focused
Confusing appointment confirmation
03/
03/
User story formulated after the interviews
User story formulated after the interviews
Following comprehensive scrutiny and thorough dissection of the dialogues, the user narrative took shape. This narrative guides our upcoming paths in terms of overhauls
Following comprehensive scrutiny and thorough dissection of the dialogues, the user narrative took shape. This narrative guides our upcoming paths in terms of overhauls
Following comprehensive scrutiny and thorough dissection of the dialogues, the user narrative took shape. This narrative guides our upcoming paths in terms of overhauls
As an international student in Barcelona
I want to easily make an appointment with english speaking doctor
So that I can quickly get medical service that fit my needs
As an international student in Barcelona
I want to easily make an appointment with english speaking doctor
So that I can quickly get medical service that fit my needs
As an international student in Barcelona
I want to easily make an appointment with english speaking doctor
So that I can quickly get medical service that fit my needs
04/
04/
What is the User Flow we focus on?
What is the User Flow we focus on?
The user flow is the path from the button "Book an appointment" until the confimation in the app clarifying that you got the desired appointment. Through this process it should be clear what language does your doctor speak, what is the location nand how to find the place.
The user flow is the path from the button "Book an appointment" until the confimation in the app clarifying that you got the desired appointment. Through this process it should be clear what language does your doctor speak, what is the location nand how to find the place.
The user flow is the path from the button "Book an appointment" until the confimation in the app clarifying that you got the desired appointment. Through this process it should be clear what language does your doctor speak, what is the location nand how to find the place.
04/
04/
Current design of the app
Current design of the app
First let's analyze current design of the app and the user flow we disscussing.
First let's analyze current design of the app and the user flow we disscussing.
First let's analyze current design of the app and the user flow we disscussing.
05/
Main painpoints
The two main identified painpoints were 1) Location and 2) Language
The two main identified painpoints were 1) Location and 2) Language
The two main identified painpoints were 1) Location and 2) Language
First three locations are random, not even in the Barcelona and don’t correlate with user’s current location
In order to know what language does the doctor speak you need to make three clicks and go back in the flow
04/
04/
Lets redesign the flow
Lets redesign the flow
First let's analyze current design of the app and the user flow we disscussing.
First let's analyze current design of the app and the user flow we disscussing.
First let's analyze current design of the app and the user flow we disscussing.
First user choses whiich kanguage he'd prefer to speak with the doctor
Then you chose the preferred location, there is also an option to select the nearest to the user location
Then you chose the preferred location, there is also an option to select the nearest to the user location
Then user gets the opportunity to pick medical details, speciality etc
Then user gets the opportunity to pick medical details, speciality etc
Last step user gets the options for the specific time slots for appointments and confirm it after
10/
10/
What did I learn?
What did I learn?
I learned the importance of the research when it comes to redesign of the experience. People who use the product sometimes can face problems that developers or designers might have not think about. Additional research always helps to understand formulate and redesign better experience.
I learned the importance of the research when it comes to redesign of the experience. People who use the product sometimes can face problems that developers or designers might have not think about. Additional research always helps to understand formulate and redesign better experience.
Nastia Golovina © 2024
Nastia Golovina © 2024