Healthcare 360
RESEARCH
As the researcher,
Finding what every
"360" app still left out
Working closely with SMEs across insurance and life sciences, I ran a desk-based analysis of existing health insurance products, auditing apps on the App Store and Play Store to understand what "complete" currently means in this market, and where it quietly falls short.
The research phase combined desk-based market analysis with qualitative insights to understand current limitations and identify opportunity areas where existing tools, services, and workflows fall short in supporting continuous, personalised care.
1.
Every gap traced back to disconnected data, so any solution had to start with a single, continuous view, not another siloed tool.
2.
Existing apps only mattered to members at the moment of a claim or provider search, there was no ongoing relationship in between.
3.
Device and lifestyle data existed but was never fed back into risk or policy, so insurers had no way to reward or respond to it.
4.
Having a unified view wasn't enough on its own, it needed something that translated data into a visible, actionable signal for both insurer and member.
Opportunity Mapping
These above directions fed into an opportunity matrix, prioritising concepts by User Need against Business Impact.
Consolidation and personalisation scored highest on both axes, so they anchored MVP scope. Ideas like auto-refills or tele-consultation booking scored lower, useful, but not foundational, so they were deliberately left out of this version. The matrix made that trade-off explicit rather than implicit.
DEFINE
Journey Mapping of the Product
A service journey map traced the end-to-end experience across stakeholders, where friction, silence, or missing information broke continuity between a health event and an insurance response. These breakpoints became the blueprint for the platform's information architecture: what needed to connect, and where.
DESIGN
As the product designer,
One score, one card,
one system to trust
With opportunity areas prioritised and the journey mapped, the work shifted from insight to mechanism, turning scattered data into a coherent information architecture, and one continuous view into a system members could actually trust.
Information Architecture
Based on research insights and journey mapping, the information architecture was structured around key user needs and system priorities.
Core sections, Dashboard, Health & User, Claim Details, and Profile Management, were defined to simplify navigation and reduce cognitive load, so health insights, insurance information, and critical actions stayed organised, accessible, and logically connected.
Prototyping and MVP Development
The prototype was developed into a coded MVP (APK). A working build that let stakeholders move through real user flows and see the consolidated data and personalisation mechanic actually function, rather than just describe it.
KEY FEATURES
Streamline Data
Every touchpoint, one continuous record
A glucose alert routes straight to booking a provider. A prescription becomes a cart with real-time coverage from the active plan. Step data feeds into a continuous health record. Each of these used to live in a separate system, here, they're one connected flow.
Gamification
Gamification and Score
Every connected device feeds the score, steps, glucose readings, sleep. But the platform doesn't just report the number, it explains it: a spike in stress, a medal for walking, a tip to fix a sleep cycle. The score becomes a running conversation about behaviour, not a static rating.
UX Personalisation
Personalisation
The digital card replaces a static PDF with a live view of coverage, premium, deductible, and what's left before the out-of-pocket max.
The system doesn't stop at showing information: it flags when a device needs syncing, tracks a pattern of delayed check-ups, and surfaces tips, like fixing a sleep cycle, tied to what's actually moving the score. Each prompt is specific to what this member needs to do next.
OUTCOME
What we improved