GoGood App
Your wellbeing made easier, healthier, more accessible and more fun
My role
Product Designer (UI/UX)
Project
Revamping and creating new features
Timeline
Jan - May 2024
Tools Used
Figma, Jira, Adobe Photoshop, Illustrator,
Optimal Workshop, Miro
The aim of the platform: to help users access health benefits more fully
RESULTS
-74
%
Decreasing support
+23
%
Increase in upsell plans
What made it work:
The user-friendly and intuitive design increased customer satisfaction and simplified plan management. It has automated tasks, reducing the manual workload of internal team. It streamlined the process of changing, suspending and cancelling plans, ensured an automated flow without depending on the support team, and proved efficiency through metrics.
Here’s the impact
of the design changes
During these years as the main product designer (ux/ui), I worked on end-to-end projects to improve the user experience and meet the company's needs. I created features that gave the user control, automated processes and reduced the workload of the internal team. Here I will focus on my favourite features that have added value and generated good results for the company.
APPROACH
Design process
My design process begins with identifying and understanding the needs of users and stakeholders. In the design phase, I update the design system, create wireframes and build prototypes. I then carry out user tests to ensure effectiveness. I iterate based on feedback and then present and deliver the final design.
DISCOVERY
UX process
I have conducted extensive research into the needs of the company and its users. I routinely conduct surveys and meetings with the support teams to create a backlog of demands. This serves as the basis for creating new features, adapted to the specific needs of the target audience. I analysed competitors and features. I organised insights and card sorting with users and the internal team. I then work on user flows, focusing on each step and the information provided. I iterate based on the feedback and finally present and deliver the final design.
Pain points
Aligning with internal teams and users, problems in user management have been detected, as:
Plan changes, cancellations and suspensions were only possible if the user contacted support. This created a lot of work for the internal team and caused user dissatisfaction, especially with the time it took to solve problems.
Designs
The goal was to redesign and create functionalities in line with the established design system while maintaining an intuitive interface, allowing users to navigate and understand the system and carry out their daily tasks. The results are simple functionalities that get straight to the job to be done.
Plan alteration
Choose the plan that's right for you. Includes the following features:
-
Choosing a new plan.
-
Comparison between different plans and new values.
-
Access to the portfolio to visualise the amounts in the event of a downgrade.
-
Immediate approved
Plan cancellation
Groups solutions before cancellation and also makes it possible to cancel the plan. Includes the following functionalities:
-
List of solutions to problems, such as difficulties using the app or temporary absence, directing you to support.
-
Information on how cancellation works.
-
Short and simple cancellation flow with a simple choice of the main reasons for cancellation, based on analysed data.
Plan reactivation
Allows users to reactivate their plan directly through the app. Includes the following functionalities:
-
Simplified reactivation via the plan and payment screen for users with recently cancelled plans.
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Automatic plan renewal.
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Billing following the current cycle.
What made it work
Facilitating the plan cancellation process can turn a negative experience into an opportunity for future user returns.
By simplifying this process, the user no longer has to wait for a response from support.
We've had many cases of users who had to cancel their plan due to changes of company and ended up returning to new companies.
Águilis
I enjoyed working on these features because they not only improve the user experience by facilitating processes, but they can also increase user satisfaction and loyalty by offering fast and efficient solutions, contributing positively to the company's reputation.
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