Vhi Health
Vhi Health
Vhi Health
Vhi Health
Vhi Health
Designing the next generation of digital healthcare and insurance for the whole of Ireland 🇮🇪
Client
Vhi Healthcare
Role(s)
Product Design Manager
Designing the next generation of digital healthcare and insurance
Working with Ireland’s largest healthcare and insurance provider, Vhi, to help them revitalise their core customer-facing app.
Working with Ireland’s largest healthcare and insurance provider, Vhi, to help them revitalise their core customer-facing app.
Working with Ireland’s largest healthcare and insurance provider, Vhi, to help them revitalise their core customer-facing app.
Working with Ireland’s largest healthcare and insurance provider, Vhi, to help them revitalise their core customer-facing app.
Working with Ireland’s largest healthcare and insurance provider, Vhi, I led the redesign and enhancement of their core customer-facing app. With a focus on wellness, healthy lifestyle incentives, and telehealth services, the project aimed to improve user satisfaction, engagement, and accessibility for 100k+ monthly users.
The Vhi app provides access to their entire proposition. With a future focus on wellness and healthy lifestyle incentives, it integrates features of policy benefits, expert access and additional support services.
Working through a three-step process of insight gathering, concept testing and action, we’ve designed and launched many new features — a mobile-first design system; ‘Online Doctor’, online physio and dietitian telehealth services; a unique Women’s Health feature; a ‘Snap & Send’ claims tool; a new app dashboard; a Symptom Checker and more.
By adopting a truly customer-centric approach to design and development, we’ve created a best-in-market digital customer experience for 100k+ monthly app users and empowered Vhi members to take control of their health through seamless access to services.
The Vhi app provides access to their entire proposition. With a future focus on wellness and healthy lifestyle incentives, it integrates features of policy benefits, expert access and additional support services.
Working through a three-step process of insight gathering, concept testing and action, we’ve designed and launched many new features — a mobile-first design system; ‘Online Doctor’, online physio and dietitian telehealth services; a unique Women’s Health feature; a ‘Snap & Send’ claims tool; a new app dashboard; a Symptom Checker and more.
By adopting a truly customer-centric approach to design and development, we’ve created a best-in-market digital customer experience for 100k+ monthly app users and empowered Vhi members to take control of their health through seamless access to services.
The Vhi app provides access to their entire proposition. With a future focus on wellness and healthy lifestyle incentives, it integrates features of policy benefits, expert access and additional support services.
Working through a three-step process of insight gathering, concept testing and action, we’ve designed and launched many new features — a mobile-first design system; ‘Online Doctor’, online physio and dietitian telehealth services; a unique Women’s Health feature; a ‘Snap & Send’ claims tool; a new app dashboard; a Symptom Checker and more.
By adopting a truly customer-centric approach to design and development, we’ve created a best-in-market digital customer experience for 100k+ monthly app users and empowered Vhi members to take control of their health through seamless access to services.
Customer-Centric Approach
We began with in-depth insight gathering, concept testing, and user research to identify pain points and opportunities. This informed the creation of a mobile-first design system and the development of new features including:
- Online Doctor, physio, and dietitian telehealth services
- Women’s Health feature
- Snap & Send claims tool
- Symptom Checker
- A dynamic App feed to highlight key services and track user tasks
Strategic Design Leadership
Through an immersive customer-centric design process, grounded in firsthand insights and rigorous testing, we embarked on a journey to transform the Vhi app. Our approach focused on creating a simple triage system that seamlessly guided users through the claims process while introducing them to Vhi's array of services. By prioritizing user needs and preferences, we were able to design an intuitive interface that accelerated users' journey within the app.
The brand and the event were to bring creative individuals together. The main goal of the brand and the event was to bring creative individuals together; we wanted our logo to reflect that. The shapes - just like the individuals in the community - come together to form a cohesive result.
Through an immersive customer-centric design process, grounded in firsthand insights and rigorous testing, we embarked on a journey to transform the Vhi app. Our approach focused on creating a simple triage system that seamlessly guided users through the claims process while introducing them to Vhi's array of services. By prioritizing user needs and preferences, we were able to design an intuitive interface that accelerated users' journey within the app.
Through an immersive customer-centric design process, grounded in firsthand insights and rigorous testing, we embarked on a journey to transform the Vhi app. Our approach focused on creating a simple triage system that seamlessly guided users through the claims process while introducing them to Vhi's array of services. By prioritizing user needs and preferences, we were able to design an intuitive interface that accelerated users' journey within the app.
I oversaw the entire design process, ensuring solutions were intuitive, task-focused, and aligned with business objectives. By collaborating closely with cross-functional teams, we streamlined claims submissions and increased engagement with underutilized app services. Iterative usability testing and feedback loops allowed us to refine the experience and optimize workflows.
Through an immersive customer-centric design process, grounded in firsthand insights and rigorous testing, we embarked on a journey to transform the Vhi app. Our approach focused on creating a simple triage system that seamlessly guided users through the claims process while introducing them to Vhi's array of services. By prioritizing user needs and preferences, we were able to design an intuitive interface that accelerated users' journey within the app.
The brand and the event were to bring creative individuals together. The main goal of the brand and the event was to bring creative individuals together; we wanted our logo to reflect that. The shapes - just like the individuals in the community - come together to form a cohesive result.
Through an immersive customer-centric design process, grounded in firsthand insights and rigorous testing, we embarked on a journey to transform the Vhi app. Our approach focused on creating a simple triage system that seamlessly guided users through the claims process while introducing them to Vhi's array of services. By prioritizing user needs and preferences, we were able to design an intuitive interface that accelerated users' journey within the app.
Through an immersive customer-centric design process, grounded in firsthand insights and rigorous testing, we embarked on a journey to transform the Vhi app. Our approach focused on creating a simple triage system that seamlessly guided users through the claims process while introducing them to Vhi's array of services. By prioritizing user needs and preferences, we were able to design an intuitive interface that accelerated users' journey within the app.
The final design delivered a clean, intuitive layout packed with high-value features. It balanced a friendly, approachable feel with task-focused functionality, while also creating opportunities to subtly highlight benefits and new offerings.
Following launch, we conducted a round of usability testing and user interviews, which confirmed the positive impact of the updates. Insights from this research further deepened our understanding of Vhi customers’ needs, pain points, and behaviors, directly informing future product enhancements.
The end result was a clear, uncluttered layout that was packed with useful features. It was friendly and personal, yet primarily functional and task-based. It also included spaces to subtly promote benefits and new features.
After launch, a final round of usability testing and interviews were conducted with Vhi app users, which revealed the positive impact of the new updates, as well as helping us to further build our understanding of Vhi customers’ needs, pain points and behaviours to inform future projects.
The end result was a clear, uncluttered layout that was packed with useful features. It was friendly and personal, yet primarily functional and task-based. It also included spaces to subtly promote benefits and new features.
After launch, a final round of usability testing and interviews were conducted with Vhi app users, which revealed the positive impact of the new updates, as well as helping us to further build our understanding of Vhi customers’ needs, pain points and behaviours to inform future projects.
The end result was a clear, uncluttered layout that was packed with useful features. It was friendly and personal, yet primarily functional and task-based. It also included spaces to subtly promote benefits and new features.
After launch, a final round of usability testing and interviews were conducted with Vhi app users, which revealed the positive impact of the new updates, as well as helping us to further build our understanding of Vhi customers’ needs, pain points and behaviours to inform future projects.
The end result was a clear, uncluttered layout that was packed with useful features. It was friendly and personal, yet primarily functional and task-based. It also included spaces to subtly promote benefits and new features.
After launch, a final round of usability testing and interviews were conducted with Vhi app users, which revealed the positive impact of the new updates, as well as helping us to further build our understanding of Vhi customers’ needs, pain points and behaviours to inform future projects.
Project Outcomes
#1
ranking app in healthcare across Ireland
48%
increasing in active users.
407%
increase in app services used.
90%
of users approved of updated UX & UI.
Special Thanks
The whole Vhi team and all those users who put in the time to test!
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