Designed for mobile app
claim submission with straightforward navigation
of all servicing advisers
of Claim, Letter of Guarantee (LOG) and Pre-Authorisation (Pre-Auth) applications/ requests
of Claim, LOG and Pre-Auth applications/requests statuses
of open and closed panel clinics
Following the merger of Singlife and Aviva Singapore, Aviva's standalone app, ClaimConnect, and its 204,000+ users will be migrated to the Singlife app.
ClaimConnect will be decommissioned within a year. To ensure a smooth transition, a "Lift-and-Shift" approach was prioritised to deliver the migration quickly.
Lead UX Designer
UX Design, UI Design, Information Architecture, Design Artefacts
February 2022 - April 2023
Figma, Google Docs
• Improved transparency and clarity in claims process
• Easier access to claims information
• Enhanced usability and satisfaction for users
(Existing journey in ClaimConnect app before the migration to Singlife App)
Ensure the interface adheres to Singlife’s design system, keeping the experience consistent in the app.
Streamline navigation with easy access to features, transparent processes, and jargon-free communication.
Structure information and visuals with clear layouts for easy readability and quick understanding.
Revamped 10 key features to
• Improve the user experience
• Update UI components for consistent experience across the Singlife app
View and present it during General Practitioners (GP) or specialist visits.
Locate the nearest available panel clinic for visit
For Singlife Shield insured customers to seek medical care
To ensure hospital bills are claimable before medical treatment
Claim bills incurred from visits, accidents and treatments
Track status of submitted claim and download payment advice
Answers to all Singlife app related enquiries
Notified of LOG/Pre-Auth requests and claim submission statuses
Consolidated list of current servicing advisers and policies without any servicing advisers.
Contact information for all Singlife app related issues
Apart from redefining and aligning experience of migrated features to Singlife app, there are existing backend systems and processes that implicates how information is displayed.
Singlife app is also implementing features, thus on a backend level, it’s not fully ready to cater to all migrated features.
There are dependency on new Singlife app features that are loosely planned to release during similar periods.
Backend processes e.g. process of claims, procedure for LOG/Pre-Auth request, and allocation of advisers remain as per existing.
Every approved claim comes with a payment advice, a letter that shows the outstanding claim payment to be paid. An address will be reflected, either customer’s working company address or their own residential address.
The function of adding or editing existing residential address isn’t available in Singlife app till a later stage. Thus, Business decided to allow customers to add or edit residential address within the claim submission journey.
2 separate, non-linked database
A sizeable fraction of customers already have residential address stored and in both database of which are different.
Residential address saved from previous claim submission.
New residential address added in current claim submission.
Residential address added from Singlife app - sign up account.
As the streamline of customer database on the backend level is not fully ironed out, a workaround solution is required to not implicate the project timeline and how current streamline works.
To align on the proposed direction - use Database A and overwrite Database B. As the amount of data stored in Database A is higher, and this would minimise the overall impact.
In addition, the rule of thumb is each customer can only have one residential address. By going with this direction, the user experience would be more straightforward.
(PO has verified with backend tech team and cleared with Business, and was able to proceed with this direction.)
There are 3 different types of identification (ID) numbers reflected in a submitted claim, and only 2 can be used to track status.
How might we unify them into 1 to allow easily referencing when customers reach out to their Financial Adviser (FA) or Singlife Customer Service (CS) staff?
The 3 different ID numbers are generated progressively as a submitted claim is processed through 3 main backend stages.
ID can’t be tracked. FA or CS staff won’t be able to advise on the submitted claim status should customers enquire.
ID is only available within 8h after claim is submitted. It’s dependent on the time of claim submission and backend batch processing period.
ID is only available when the claim accessor starts to review it.
To propose using ID 2 as the only ID number reflected to customers and to include a liner “ID number will appear within 8 hours after submission” upon submission.
(PO verified and cleared with both stakeholders and Business, and was able to proceed with this direction.)
There are different request methods and Third-Party Administrator (TPA) hotlines for LOG and Pre-Auth respectively.
How might we make it easy to understand and increase customer’s confidence so they know what actions to take?
There are different actions required based on the request method that a customer chooses. The general sentiments of customers are they don’t know the difference between LOG and Pre-Auth, and how the process works.
Came up with a few variation and approaches, including LOG and Pre-Auth definition, methods to use and how Singlife processes them.
Did a quick test to understand which type of information display and copy are intuitive and easy to comprehend.
There isn’t a consolidated view of customer’s servicing advisers and policies that are not serviced by any advisers in Singlife app.
How might we make viewing easy and reduce customer’s anxieties during moments when they need immediate reach?
Servicing advisers’ information is dependent on a new feature
There’s no concrete timeline of new feature’s release in Singlife app due to certain backend issues that need to be ironed out.
Customers won’t be notified when policies become orphans
Only after it has been assigned to another servicing adviser. The interim period from orphan to getting assigned last from 5 days to weeks.
No existing page to house servicing advisers’ information
Customers need to navigate to policy details page in Singlife app to view the respective servicing adviser.
To ensure both proposed current workaround and future solutions are feasible.
Current workaround
(while new feature is implemented in Singlife app)
• To provide the firm's hotline and email under existing generic contact page.
Future solution
• Create a page to house all servicing advisers’ information.
Migrating features from ClaimConnect to the Singlife app presents challenges in aligning the user experience with backend processes affecting information display. The implementation of new features also complicates readiness for all migrated functionalities, creating dependencies that hinder integration.
Despite these challenges, user feedback is essential for evaluating our solutions' effectiveness and identifying areas for improvement.
The majority of the feedback was positive, but there's also area for improvement. Here are some of the comments shared:
Positive
“It was efficient and easy to submit without any difficulties!”
“The fields are clear, and the required information is easy to understand.”
Area of improvement
“It would be better if AI was part of the claims submission process. For example, a big camera icon button could let me take a photo of my receipt, and AI could fill in the usual details like the date, cost, and clinic name. I’d just confirm and press next. Ideally, the whole process should take three steps or less...”
The migration of ClaimConnect's features into the Singlife app has delivered key improvements that enhance both the user experience and business outcomes:
1. Improved transparency and clarity in claims process
Users now have a better understanding of key terms like LoG and Pre-Auth. They know:
• What these terms mean
• What is required for submitting a request
• How Singlife processes their claims
This improvement has significantly reduced confusion and frustration. The clarity of the claims process increased by 18%, reflecting a notable enhancement in user understanding.
2. Easier access to claims information
Consolidated view of all claims-related FAQs into one central page within the Singlife app, made it easier for users to find the answers they need. This streamlined approach led to a noticeable increase in customer satisfaction (CSAT), which improved by 9%.
3. Enhanced usability and satisfaction
Usability enhancements, such as allowing users to easily access their eCard for clinic visits without awkward interactions (like rotating their phone), have simplified the experience. These changes lead to higher satisfaction levels, as seen in the Net Promoter Score (NPS), which increased by 13%. The percentage of detractors also decreased by 18%.
