Phil Lauricella

2020

HBF

How I helped build Australia’s

most popular healthcare app

How I helped build Australia's most popular healthcare app

2020

I redesigned a national healthcare app from the ground up

I redesigned a national healthcare app from
the ground up

I redesigned a national healthcare app from the ground up

Redesigning a beloved national icon

Redesigning a national icon

HBF’s legacy app was presenting challenges for members to self-serve with confidence, leading to a significant number seeking support through other channels. It was at the time sitting at a low 2.4 star rating on the iOS App Store.

As part of their larger Digital Transformation program, PwC Experience Consulting was engaged to help HBF transform its member experience to deliver a delightful omnichannel experience across its digital ecosystem, and lead their business strategy for their expansion into the East Coast.

The mobile app was scoped to lead this transformation by defining a new, updated branding and simpler way to access HBF’s core services.

New features

Claim on the go

Answer a few questions, take a "snap" of your claim, and HBF will figure out the do the rest. This simplified flow also lets you view your previous claims and deliver a short summary of how much you have claimed.

Claim on the go

Keep on track

I built a new graph that let's you see what you’re covered for, check your annual limit and view your remaining benefits for the calendar year.

Keep on track

I built a new graph that let's you see what you’re covered for, check your annual limit and view your remaining benefits for the calendar year.

Keep on track

I built a new graph that let's you see what you’re covered for, check your annual limit and view your remaining benefits for the calendar year.

Edit a policy in seconds

Not getting covered for what you’re after? I built flows to make sure you can quickly edit your policy on the fly.

Edit a policy in seconds

Not getting covered for what you’re after? I built flows to make sure you can quickly edit your policy on the fly.

Edit a policy in seconds

Not getting covered for what you’re after? I built flows to make sure you can quickly edit your policy on the fly.

Simplified payments

I built multiple payment methods to maintain legacy payment models as well as update to simpler ‘no fuss’ benefits.

Simplified payments

I built multiple payment methods to maintain legacy payment models as well as update to simpler ‘no fuss’ benefits.

Simplified payments

I built multiple payment methods to maintain legacy payment models as well as update to simpler ‘no fuss’ benefits.

Outcomes

We created an all-new app experience that simplifies the management of a members health insurance portfolio on the go. Post launch, I helped HBF embed a cadence of design, testing, and iteration for continuous improvement of the iOS and Android apps.

60+

repeatable components, as part of the new design system to accelerate delivery and simplify the customer experience.

4.8

star app rating compared to our legacy app's 1.9 stars with over  9.5k reviews.

200+

users involved in reimagining  the new mobile app experience.

Looking for more case studies?

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Looking to collaborate on your next project?

I’d love to hear from you and discuss how we can work together. You can learn about my experience below or reach out via LinkedIn or email.

Let’s work together and make something exceptional!

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