Improved UWV App for everyone
About this project
This was a school project for the insurance company UWV in 2023-2024. The UWV App has been specially developed for people who have a insurance because they are with illnesses or have limitations. The use of the UWV app is to ensure clear communication and insight into it process. But unfortunately this App is not for every user user friendly, specially not for people who aren't digitally skilled. Users report feeling forgottenwhile using the app and have many more other complaints
Approach
We started with an important step, gain an in-depth understanding of the target group by field research. This involved directly observing the target group and engaging with them to understand their needs, wishes and challenges. It was essential to show empathy to the target group. By putting ourselves in their shoes, we could have a better understanding of what problems they experience and what solutions they need.
After we did our field research, we made a concept of our solution. That solution was based on the key insights we saw in our search. We tested the concept/low-fi prototype on our target audience by evaluating prototypes, products or services. By gathering feedback and listening to their perspectives, we could gain valuable insights that will form the basis for resolving the situation.
Actions
Based on our key insights we started concepting, generating different ideas and solutions. We then tested these concepts with the target audience to gather feedback and see which ideas were most effective.
However, during this process we encountered obstacles such as users not feeling safe and complications within the app. But by working closely with users and taking their feedback seriously, we were able to overcome these obstacles. We have made the necessary adjustments to ensure that the app is safe and easy to use. We added an guide in the app that could explain every single thing. Now the users weren't scared of making misktakes anymore and they felt safe again.
By taking these actions and overcoming obstacles, we gained a better understanding of users' needs and developed an prototype app in Figma that meets those needs.
Resultes
We have added a Personal Assistant (guide) called Casper, which can help users step by step process of a WIA application and their other matters in the app. This way, there is no need to ask UWV staff for help and the user can do it on their own.
We have also made the questions easier by less to put on the screen. To give them clarity of where they are in the process, we have a loading bar for each question that shows where they are. It is important that the target group without Casper can also easily go through the process can navigate. This way it becomes accessible to everyone and understandable. We have ensured that the target group always can return to the previous screen through a clear back button. In this way we want to take away the fear of that day that they are doing something wrong. It gives them the certainty that they can always go back if they accidentally did something wrong. This will help them to feel more comfortable when using of the app and the process.
Contact
Nayobe Jack
Linked In