Within just six months, we developed a new health app that positioned the Gothaer Krankenversicherung brand as a modern digital health service provider.
How can you fundamentally redesign and modernize a technically complex app with very little time? Aperto's service design team was faced with this challenge. The answer: to drill into an existing white label solution and adapt it to create an individual customer solution. Within just six months, we developed a new health app that positioned the Gothaer Krankenversicherung brand as a modern digital health service provider.
My Role
Lead UX/UI Design, Product Strategy
Agency
Aperto GmbH | IBM iX
Client
Year
2017 - 2019
The Challenge
At the app’s core is IBM's business logic: the FotoApp for submitting receipts was developed as a white label solution specifically for the insurance industry. Previously, insurance companies could only individualize these to a very limited extent.
Our Approach
As part of IBM iX, we have exclusive access to the framework and source code of the white label solution and were able to open the FotoApp architecture. From now on, third-party services can be technically integrated and content can be dynamically changed while in live operation – and without App Store release. The new architecture of the app also enables a unique and modern operating and design concept, and a completely new brand and service experience.
New health services
Policyholders expect a range of services from modern health insurance that goes far beyond the reimbursement of costs for doctors’ appointments and medication: They want digital health services with added value, more accessible customer service and a great digital service experience.
As one of the largest private insurers in Germany, Gothaer wants to set new standards and has created a relevant digital health service offering that appeals to younger and older target groups alike.
Functional becomes emotional
From functional receipt submission to digital service experience: The new, user-centered operating concept and design make using the Gothaer Health App a great brand and service experience. The new architecture clearly focuses on the user. The user interface has been completely redesigned and adapted to the individual requirements of Gothaer and its policyholders.
Submitting receipts becomes child's play
The user-centered client interface now makes submitting documents digitally with the IBM FotoApp even easier: Simply take a photo of the invoice, prescription or quotation, send it off, and you're done. This saves time, postage and paper!
Find the right doctor easily
The integrated doctor search makes it possible to search Germany-wide for medical practices, specialists or therapists. Sorted by name or by specialist area, and with filter options for cities and regions, users can quickly find what they are looking for.
Direct line to personal service
There is also an integrated telephone hotline to the Gothaer health coaches and a virtual waiting line (Virtual Q), which shows waiting times when calling the customer support center.
Continuous expansion for added customer benefits and agile cooperation
We are continuously developing the Health App further, in close cooperation with Gothaer, to ensure that we remain close to the user and their expectations. Aperto is also responsible for the technical support, maintenance and operation of the app.
Since the launch of the app in January 2018, 22,000 new users have already registered, and the trend is rising.
In just six months, Aperto has transformed a functional white label product into a compelling digital experience – always in close cooperation with, and oriented around, the user.
This is another of those inventions you had to wait a long time for and don't want to do without anymore. Many thanks.
Five-Star-Review in iOS AppStore
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