Survivor Benefit App

A Case Study

Getting into the SB Mobile App User's Mind

 

Product Enhancement Goal: Increase Mobile app download and usage

Key Insight: This all comes down to user experience and user engagement, two areas of the mobile app that are becoming intertwined with interface design.

Stages:

  • Gathering data - Generated iOS and Android Analytics report and identified number of downloads and usage

  • Analyzing data to gather opinions/theories - Used user observation and survey methods to get feedback from users

  • Applying ideas gathered to production - Created wireframes with Product team and propose change to stakeholders

Research Result:

  • No link to the Member’s Portal to access portal accounts

  • Navigation Issues

  • Missing content

Product Enhancement Result

  • Old App

    The old mobile app does not provide information regarding the organization. Users would download the app but after using for few minutes, the app gets deleted. The app is not linked to the member’s portal.

  • Enhanced

    Through the enhancement the user download and engagement increased significantly. Issues were corrected, missing content were added, and the app is linked to the member’s portal.