Howden is an insurance broker company, connecting its many users with insurance providers. Being the intermediary between clients and the insurance companies, they simplify the process of filing and managing insurance claims.

Being associated with Howden’s medical insurance plans, users are provided access to Howden Medihub, the dedicated application created by Howden. The main goal of this application is to allow its users to file for medical claims, check claim statuses, as well to arrange tele-consultations with doctors.

In this project, the problems with the application are identified and addressed.

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The Pain Points:

• The process file claims are tedious

• The user interface is not pleasant to the eye

• The overall user flow could be improved

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Throughout the course of prototyping, different heuristic evaluations are performed and evaluated.

Heuristics:

• Recognition and Recall
  The initial information required is not saved by default and is always required every time one opens the application.
  
  

• Flexibility and Efficiency of Use
  When prompted with an OTP, the submit button is hidden behind the drawer keyboard, whilst the next available button to click that grabs one's attention is the button that requests for a new OTP, completely backrolling the progress made.
  
  

• Help and Documentation
  When selecting the claim type, there is no extra details available with the claims and it's unclear whether one is applying for the correct type of claim.
  
  

• Error Prevention
  When the user is in the process of submitting the claim, here is no confirmation of "leaving" the claim process. This might leave users frustrated when they accidentally hit the button and have their progress deleted without any confirmation.