Bupa UK

I joined Bupa UK in 2020 as a Product Designer (UX), initally working on their website. Initially, I was responsible for tackling small to medium briefs for various business units with multiple stakeholders and product owners.

In 2021, I was promoted to Senior Product Designer (UX) and focused on bigger projects, leading squads across broker and intermediary portals, clinics products and digital transformation.

OVERVIEW

Bupa UK is a worldwide healthcare and insurance company. There has been an increase in the way customers interact with healthcare and there is more demand for digital solutions. We want to build seamless and stress-free journeys for our users to help them on their healthcare pathway.

RESPONSIBILITIES

As part of my role, I am responsible for:

  • Managing high-profile projects for business leaders and new initiatives.

  • Working in a squad with UX research, UI designer and content designer.

  • Collaborating with product owners, BAs, developers and delivery teams to understand complex problems and design solutions within tight deadlines.

  • Line managing 2 direct reports which includes conducting bi-weekly one-on-ones, managing yearly goals, supporting their progression and providing feedback reviews.

  • Contributing to the UX function by supporting other designers through critique sessions, ideation workshops and running community of practice sessions.

  • Using research and data to inform design decisions to create solutions that enhance the user experience and meet business requirements.

“Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world.”

- Bupa UK

KEY PROJECTS

Conceptualising a new app / new structure to existing app

I was part of a multi-disciplinary team looking at how we could bring to life a new business proposition, working with a 3rd party supplier.

My contribution:

  • Creating a new IA structure that could adapt to new and old features depending on eligibility.

  • Mapping out current journey flows.

  • Ideating and creating conceptual wireframes for new features and components.

  • Collaborating with content and UI to review and build high fidelity designs based on current design system.

  • Identifying gaps in the design system to add to backlog.

  • Collaborating with 3rd party on design workshops.

Maintaining and developing intermediary portals

I led projects for two intermediary portals - one existing and one that is in the final stage of a redesign. I was tasked at tackling briefs from the product team and looking at the best way we could make improvements based on user feedback.

My contribution:

  • Worked with user researcher to come up with a plan to learn more about the needs and goals of the types of users who used the platform.

  • Worked with a solution designer and other UX designers to develop solutions based on technical restraints.

  • Introduced a new landing page with the adoption of a new design system.

  • Created master files for both portals to keep the updates across the portal up to date and organised.

  • Aligning design patterns to ensure consistency and ensure ease throughout our intermediaries journeys.

Outcomes:

  • Completed briefs on the existing portal helped to increase the NPS score from intermediaries using the current system.

  • Proposed new designs for the redesign portal helped to progress the development, getting ready for release.

Redesigning the clinical treatment brochureware pages

I led a redesign for a group of pages our non-insurance clinical services. We restructed current pages, refreshed the content, implemention the design system and ensured that there was a consistent look and feel throughout.

My contribution:

  • Worked with content design to review the content on the page with our product team, marketing and other stakeholders.

  • Introduced new navigation through the pages to make it clearer for the users.

  • Built high fidelity wireframes based on the design system and checked in with UI design to ensure conisistency.

  • Collaborated with research to put together a testing plan to validate design decisions.

Outcome:

  • This project saw an increase in the number of users continuing their journey into the online booking tool.

User discovery for a redesign of consultant search platform

I was tasked to understand who are the user that use our platform which would later be used to inform a complete redesign, bringing the look and feel of the site to match our updated branding and design system.

My contribution:

  • Educated the product team on user centred design, it’s benefits and outcomes for our users.

  • Worked with a researcher to develop a research plan and figure out the best way to gather data and insights.

  • Led stakeholder workshops to gather assumptions from those who work directly with our key user groups.

  • Led user workshop with our internal service advisors who have an internal version of the platform.

  • Used hotjat heatmaps tools to get a clear idea of what features users found most valuable.

Outcome:

  • This laid the groundwork for a full squad picking up a redesign, working on optimisations to improve the users experince.