Brief
This was a 6-week team project for Enabling Enterprise at UTS, a subject focused on digital innovation, enterprise design thinking, and agile problem-solving. I collaborated with two teammates, a UX designer and a business analyst.
Our project aimed to design a digital solution addressing the lack of integrated home-based lab testing services in healthcare insurance apps, which currently requires policyholders to arrange lab tests on their own, pay out of pocket, and navigate a complicated reimbursement process, often resulting in delays in receiving timely care. The focus was to improve accessibility, streamline claims, and enhance customer satisfaction through a seamless, user-friendly experience.
I applied the design thinking framework to tackle this challenge by mapping stakeholder pain points, creating persona and journey map, and using a two-level LOTUS diagram for idea generation. I contributed to empathy and journey mapping, idea generation, and developed a low-fidelity prototype in Figma.
Key deliverables also included a value proposition and revenue model, along with a final report and presentation. This project enhanced my skills in UX design, user research, systems thinking, and collaborative problem-solving, showcasing how design-led innovation can improve digital healthcare services.
The Problem
While tele-consultation features have become common in healthcare insurance services, integrated home-based lab testing remains largely absent. This gap compels policyholders to independently arrange lab tests, make upfront payments, and then deal with the complex process of reimbursement, leading to delays in timely care. Vulnerable groups such as the elderly, pregnant women, and those with mobility challenges face even greater difficulties accessing traditional lab services.
For insurers, the lack of a seamless home-testing solution reduces customer satisfaction, increases the risk of losing clients to competitors with more comprehensive offerings, and creates operational inefficiencies due to complex claims processing.
Overall, this fragmented system fails to provide a smooth, secure, and user-friendly healthcare experience, highlighting the urgent need for an integrated digital solution that bridges healthcare access, insurance coverage, and at-home convenience.
The Solution
LabXpress is a comprehensive home-based lab testing solution seamlessly integrated within healthcare insurance apps to address the challenges of manual reimbursements, upfront payments, and limited accessibility to lab tests.
The process begins with customers submitting lab test requests through the insurance company’s customer service or app. These requests are reviewed and approved via tele-consultation, where doctors ensure the tests are medically necessary and covered by insurance. Once approved, the lab partner schedules a home visit to collect samples, offering comfort and convenience for all users, especially those with mobility issues. Test results are securely shared with the user and insurance company through the app. Meanwhile, the insurance claims team verifies the lab details and automatically settles the claims, removing upfront payments and manual reimbursement hassles for users.
Customers can track lab requests and claims in real time, enjoying transparency and a hassle-free experience. This enhances healthcare access and strengthens insurance offerings, boosting customer loyalty and satisfaction.
The Problem
While tele-consultation features have become common in healthcare insurance services, integrated home-based lab testing remains largely absent. This gap compels policyholders to independently arrange lab tests, make upfront payments, and then deal with the complex process of reimbursement, leading to delays in timely care. Vulnerable groups such as the elderly, pregnant women, and those with mobility challenges face even greater difficulties accessing traditional lab services.
For insurers, the lack of a seamless home-testing solution reduces customer satisfaction, increases the risk of losing clients to competitors with more comprehensive offerings, and creates operational inefficiencies due to complex claims processing.
Overall, this fragmented system fails to provide a smooth, secure, and user-friendly healthcare experience, highlighting the urgent need for an integrated digital solution that bridges healthcare access, insurance coverage, and at-home convenience.
The Solution
LabXpress is a comprehensive home-based lab testing solution seamlessly integrated within healthcare insurance apps to address the challenges of manual reimbursements, upfront payments, and limited accessibility to lab tests.
The process begins with customers submitting lab test requests through the insurance company’s customer service or app. These requests are reviewed and approved via tele-consultation, where doctors ensure the tests are medically necessary and covered by insurance. Once approved, the lab partner schedules a home visit to collect samples, offering comfort and convenience for all users, especially those with mobility issues. Test results are securely shared with the user and insurance company through the app. Meanwhile, the insurance claims team verifies the lab details and automatically settles the claims, removing upfront payments and manual reimbursement hassles for users.
Customers can track lab requests and claims in real time, enjoying transparency and a hassle-free experience. This enhances healthcare access and strengthens insurance offerings, boosting customer loyalty and satisfaction.
The Process
Week 1–2: Discovery
Conducted empathy mapping and interviews with policyholders to identify pain points (e.g., upfront costs, complex reimbursements)
Created personas and a customer journey map to visualize stakeholder experiences, focusing on vulnerable groups and working professionals
Outcome: Identified core needs for accessible lab testing and streamlined claims
Week 3: Definition
Used a two-level LOTUS diagram for idea generation, exploring solutions like automated claims and teleconsultation integration
Defined problem statements and prioritized features based on stakeholder needs from the journey map
Outcome: Established a clear direction for an integrated home-based testing solution
Week 4–5: Ideation & Prototyping
Collaborated with teammates to develop a low-fidelity prototype in Figma, incorporating screens like Member Selection and Lab Test Selection
Iterated on wireframes to ensure alignment with the value proposition (effortless health checks) and user flow
Outcome: Delivered an initial prototype reflecting the proposed process (request submission, teleconsultation, home visit, results sharing)
Week 6: Finalization & Delivery
Finalized the low-fidelity prototype, value proposition, and revenue model (cross-selling, up-selling)
Prepared a final report and presentation, synthesizing findings and showcasing the solution’s impact
Outcome: Completed deliverables, enhancing skills in UX design, user research, and collaborative problem-solving
The Process
Week 1–2: Discovery
Conducted empathy mapping and interviews with policyholders to identify pain points (e.g., upfront costs, complex reimbursements)
Created personas and a customer journey map to visualize stakeholder experiences, focusing on vulnerable groups and working professionals
Outcome: Identified core needs for accessible lab testing and streamlined claims
Week 3: Definition
Used a two-level LOTUS diagram for idea generation, exploring solutions like automated claims and teleconsultation integration
Defined problem statements and prioritized features based on stakeholder needs from the journey map
Outcome: Established a clear direction for an integrated home-based testing solution
Week 4–5: Ideation & Prototyping
Collaborated with teammates to develop a low-fidelity prototype in Figma, incorporating screens like Member Selection and Lab Test Selection
Iterated on wireframes to ensure alignment with the value proposition (effortless health checks) and user flow
Outcome: Delivered an initial prototype reflecting the proposed process (request submission, teleconsultation, home visit, results sharing)
Week 6: Finalization & Delivery
Finalized the low-fidelity prototype, value proposition, and revenue model (cross-selling, up-selling)
Prepared a final report and presentation, synthesizing findings and showcasing the solution’s impact
Outcome: Completed deliverables, enhancing skills in UX design, user research, and collaborative problem-solving
The Process
Week 1–2: Discovery
Conducted empathy mapping and interviews with policyholders to identify pain points (e.g., upfront costs, complex reimbursements)
Created personas and a customer journey map to visualize stakeholder experiences, focusing on vulnerable groups and working professionals
Outcome: Identified core needs for accessible lab testing and streamlined claims
Week 3: Definition
Used a two-level LOTUS diagram for idea generation, exploring solutions like automated claims and teleconsultation integration
Defined problem statements and prioritized features based on stakeholder needs from the journey map
Outcome: Established a clear direction for an integrated home-based testing solution
Week 4–5: Ideation & Prototyping
Collaborated with teammates to develop a low-fidelity prototype in Figma, incorporating screens like Member Selection and Lab Test Selection
Iterated on wireframes to ensure alignment with the value proposition (effortless health checks) and user flow
Outcome: Delivered an initial prototype reflecting the proposed process (request submission, teleconsultation, home visit, results sharing)
Week 6: Finalization & Delivery
Finalized the low-fidelity prototype, value proposition, and revenue model (cross-selling, up-selling)
Prepared a final report and presentation, synthesizing findings and showcasing the solution’s impact
Outcome: Completed deliverables, enhancing skills in UX design, user research, and collaborative problem-solving
The Impact
Improved Accessibility: LabXpress enables home testing for vulnerable groups (elderly, pregnant women, mobility-impaired), reducing travel barriers as noted in the problem statement.
Streamlined Operations: Automated claims processing eliminates manual reimbursements, improving efficiency for insurers as per the solution.
Enhanced User Experience: No upfront test costs, real-time tracking and tele-consultation integration offer a seamless, transparent process, boosting customer satisfaction.
Revenue Growth: Diversified insurer revenue through cross-selling, up-selling, and increased renewals, strengthens insurer profitability and loyalty.
