Maxine - Maxicare VIA

Maxicare VIA

UI/UX Designer & Acting Project Technical Lead (Jan 2018 — Apr 2019)

Maxicare VIA (Virtual Inpatient Assistant) is a mobile app for inpatient inquiries, availments, admissions, and patient concerns. After five months live with early users, the client asked for a full revamp based on feedback and new feature requests gathered from testing sessions and internal teams.

1000+

installs

33

reviews

30+

successful patient availments

My Role

I led the redesign end to end from ideating with the client on business requirements, to wireframes and prototypes, to managing project milestones and collaborating with developers on process flow.

Problem

As Maxicare's membership grew, customer service reps struggled to keep up with inquiries about coverage, accredited providers, and inpatient services. Members also wanted more self-service features beyond what the in-app chatbot could handle.

Solution

Redesign the app to handle these inquiries directly restructuring the process flow, simplifying login, and building in the most-requested features from the chatbot's inquiry logs.

Design Process

Key Redesign Highlights

Simplified Login

Traditional apps ask for a username and password. We cut that down to just a health card number, with a one-time PIN sent by SMS for security. Fewer fields, faster access.

Get Admitted Quickly

Members can request emergency or scheduled admission directly in-app, then bring the approved LOA to their chosen hospital.

VIA, the Chatbot

VIA answers member questions on demand, with text-to-speech for users who have trouble reading and speech-to-text for users who have trouble typing.

Takeaways

This project pushed me past visuals into content design. Building a chatbot meant thinking through tone and clarity, not just layout. Hearing directly from users about their frustrations, and designing around that, sharpened how I think about their perspective.

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