Liberty Health Club App
The Hong Kong app for Liberty’s health insurance members, rebuilt so a claim takes moments and small claims need no paperwork.
The problem
Members used the app to submit claims and check their benefits, but the claim flow was confusing, and every claim needed documents sent in. Most claims still came in on paper.
What I did
I led a rebuild of the app in React Native, one codebase for iPhone and Android, with a new design, new features such as doctor search, and much faster performance.
The biggest change was the claim itself. I worked with the business team to cut the number of questions and ask the rest in plain words, so a claim takes just moments, and claims under a set amount no longer need any documents. Later releases kept removing steps, and a new portal let staff keep the app’s doctor list up to date without waiting on IT.
The result
Claiming got much faster, far more claims moved online, and use of the claims feature went up. The app also crashed 99% less often on iOS and Android, and people across the business were delighted with it.