The Project
Humana's Hi!Reach App Is a resource hub for Humana employees. Employees can easily view and customize what previously were individual apps like a directory, payslips, iProcurement, charities, and polls. The previous Hi!Reach app was not intuitive and worked more like an in-app website. I lead the information architecture, user research and testing, UX, UI, and client collaboration to create a solution that worked seamlessly and intuitively.
The Problem
Users were frustrated that the original Hi!Reach app was opening in-app web pages, or simply launching other apps they needed to have installed, rather than having all of their resources consolidated in an easy and intuitive way. The UX had been implemented by the developers and no user research or wireframing had been done. Users also wanted a way to customize their app based on the things they most wanted to see which wasn't a possibility In the original iteration. We conducted multiple surveys, customer brainstorming sessions, and unit testing sessions resulting in increased engagement, usership, and satisfaction.
Results
- The App Store rating went up from a 2.4 to a 4.3
- User retention increased by 68%
- Client satisfaction lead to additional company business
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