360Health App

MetLife Korea, 2020

360Health aims to provide health services to help customers prevent and manage serious illnesses through a simple and engaging experience. The solution included a way for users to measure their blood pressure through a smartphone camera lens.

We were tasked to review, assess and provide recommendations for MetLife’s existing 360Health app in Korea to ensure the platform adheres to the existing global brand guidelines, and creates a streamlined experience when accessing the MetLife digital properties.

83% of Koreans are more concerned about their quality of life than how long they live

 

 

My role

  • Prepared guidelines for research company in Korea to run user tests and interviews

  • Identify key insights based on user tests and interviews

  • In and out-of-category landscape analysis, best-in-class examples

  • Ideate on themes and directions for platform

  • Defining the experience principles

  • User stories per epic

  • IA + 3 happy flows based on direction selected

  • Hi-fi Wireframes + clickable prototype

  • Work with Visual Designer to ensure experience is translated to design

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User research and test was done on existing 360Health app (above)

User insights on app

  • Lack of association between category names and services. 

  • Health services in app were not intuitive, users found them inconvenient to use.

  • Assessment entry point confusing and steps were unclear, insufficient guidance.

  • Users were interested in the health assessment and its results but had doubts on accuracy of results, unclear about the details

  • Users expect more content to be available

User insights on behaviour

  • People over 40 feel gradually weakened, while those younger aren't too concerned.

  • People are aware and concerned of both physical and mental health.

  • People don’t want to second-guess the specifics of their coverages

  • After leaving work, people check the number of steps walked.

  • People have concerns of being a burden for loved ones.

How might we enable app users to better understand their health and manage health risks on a daily, on-demand basis - conveniently through the app?

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What we did​​

  • 3 happy flows were designed to meet the needs and business requirements:

    • Health assessment​ – to guide users through a series of questions to receive their health overview and risks

    • Suggestions (on health content) – to help users access relevant health content for preventive care

    • Engaging a service (booking an appointment) – a step-by-step approach to make a scheduled appointment 

Holistic Health – A personal guide to support every aspect of your health

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Part of the Assessment flow

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Suggestion flow (health content)

Services flow – Making an appointment

User testing insights on brand and design lift​​

  • Participants found the design neat and clear, and liked the app’s simplicity

  • ‘Health assessment’, ‘Find hospital’ and ‘Share with family’ were most the relevant features

  • Credibility of heart rate can be improved, intent of ‘Symptom checker’ feature isn’t clear

  • Recipes can be more culturally relevant 

  • Participants would like to see the ability to add more health data, exercise tracking to get information such as local night care and/or emergency treatment for children were also noted.

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