Background
The Virtual Care experience in Anthem’s Sydney Health mobile app was proving to be confusing, in that members are required to select the type of care they need, and the “primary” and “urgent” terminology used was suspected to not completely fit with users’ mental models for what those terms actually mean. It was also not clear whether the initial layout was the most beneficial, so multiple layout options were tested.
Objective
To understand how the entry points could be adapted to improve user engagement toward the proper flow based on their need, and decrease the use of “primary care” for “urgent care” issues.
Methodology
Iterative usability testing and surveys to guide design decisions. Design and content approaches were examined to identify improvements to overall navigation throughout the various stages and types of care.
