Daman insurance card in the sand

Service

  • Experience and Design
  • Seamless Experiences

Industry

  • Healthcare

Case study August 31st, 2020

Service design for the UAE national health insurance company

Daman is a National Health Insurance Company in the United Arab Emirates (UAE), offering national health insurance and several other health insurance services.

The principal goal Daman wished to achieve was to reduce paperwork and workload arising from processing insurance claims and insurance certificates manually. For example, every customer had to submit 20-25 pages of printouts, which had to be scanned, copied, archived and for the most part also entered manually into the Daman systems. This took a lot of time and often led to human error due to manual data entry.

The goal of the project was to develop a platform of e-services, that would allow digitalization of the whole insurance program and to transfer all customers to the web or the mobile app (both iOS and Android).

Challenge

The different business processes and additional insurance products of the seven emirates added an extra layer of complexity. These differences meant that the system had to meet rigorous conditions. At the same time the final product had to offer a seamless user experience to the customer without the complexities showing. The same expectations applied to the user journey of the employees who required access to more functions.

The final goal of the project was to make the background processes as automatic as possible so as to reduce the manpower needs at the front end. To achieve this, the project was broken down into several parallel workflows (incl. transformation of the process, service design, integrations and data collection, implementation of the system, change management). Service design played a focal role in the project, changing the way the Daman staff worked and raising the customer UX to a completely new level.

Design process

We launched the project by first mapping the AS-IS processes for both the employees and customers in order to have a clear overview of the business and the details related to the service. In addition, we conducted observational studies in the customer offices in order to map the workflows of both the front and back office staff. We also interviewed the employees and customers to pinpoint any details in their user journey that we may have initially missed.

Based on the results, we defined the personas and use cases of the users and mapped their user journeys, emphasizing the pain points and opportunities of the AS-IS situation. As the next step, we created the TO-BE service design map.

At the same time, we started developing the visuals for the new e-services and intracompany applications. As we were working out the design principles, we held design workshops with the customer and conducted user tests with the end users to validate the design.

Typography and colors

Based on the input gathered, we created a Click Dummy test and conducted a user survey. The survey was carried out both in English and Arabic.

The results of the user survey allowed us to test the hypotheses about user experience and also alleviate the concerns of stakeholders who were worried about the new solution being too difficult for the end users.

In the course of the work, it became clear that UAE locals are used to a customer-centric approach. They like to be appreciated and taken care of. So, we also redesigned their insurance card to give them that feeling.

Results

18

The project took around 18 months. Work started in July 2018 and was completed by March 2020.

2

The solution enabled users to access e-services simultaneously on 2 different platforms
– the web and the mobile app.

300,000

The solution has around 300,000 users who can now use their smart devices to digitally order and process insurance services.

A closer look at the solution

      

Nortal experience and design

Transform your business and services

We help you create business models, products, and services that fill unmet consumer needs and wants. Product innovation, digital-first design, emerging technologies, and customer insights support innovation and give you a competitive advantage.

Find out more

Related content

Case study

Nortal digital healthcare
  • Data and AI
  • Seamless Experiences
  • Healthcare

A hospital information system for smoother workflows and better care

Nortal is building a Hospital Information System (HIS) with the objective to improve workflows for doctors and nurses, and therefore help them deliver better care to patients.

White Paper

Female doctor using computer and phone
  • Data and AI
  • Seamless Experiences
  • Strategy and Transformation
  • Healthcare

The hospital of the future

Healthcare is at the crossroads of major challenges brought on by aging population and increased prevalence of chronic disease globally. However, the sector’s digitalization is still lagging behind even though it could benefit largely from the digital revolution that enables higher efficiency, better services, new solutions and more patient engagement.

Case study

Nurse looking patient record on a computer
  • Seamless Experiences
  • Strategy and Transformation
  • Technology and Engineering
  • Healthcare

Better care through national health records in Lithuania

This case study describes how Nortal helped Lithuania create a complete national health record that saves both time and resources that can be better spent on patient care.

Get in touch

Let us offer you a new perspective.