Description
The new Health Portal App was conceived as a seamless entry point for policyholders to access their health insurance benefits, track claims, upload invoices, and manage wellness services. I led the end-to-end UX process from concept to launch, focusing on clarity, trust, and accessibility for a diverse user base.
Client
AXA Health Switzerland
Year
2025
Category
Web App / Platform
Role
Lead Digital Experience
Challenge
The previous app suffered from critical UX flaws and held a mere 1.2-star rating in app stores, reflecting widespread frustration. Navigation was confusing, key tasks required too many steps, and trust in the digital experience was low. Adoption lagged, while call-center volume remained high as customers sought assistance with completing basic tasks.
Our goal was to create a cohesive experience that empowered users to be self-sufficient and confident in their decision to stay with AXA Health.
Early Results
Although the app launched only weeks ago and detailed metrics are still being collected, first impressions and initial user feedback have been overwhelmingly positive.
Disclaimer
This case study is a personal presentation of my work. Certain visual elements and details have been adapted or modified for portfolio purposes and do not necessarily reflect the final version approved or implemented by the company. All customer names, data, and information shown are fictional and used for illustrative purposes only.
Information Architecture
Information Architecture
Old Designs
