ABOUT

The client
UNIQA Insurance Group is one of the leading insurance groups in its core markets of Austria and Central and Eastern Europe (CEE), repeatedly voted the most trusted insurance brand in Austria. Over 22,400 employees and exclusive sales partners serve 15.8 million UNIQA customers in 18 countries. In Bulgaria, the insurer offers a wide portfolio of solutions in the areas of general insurance and life insurance, operating through Uniqa AD and Uniqa Life. For over 30 years, UNIQA Bulgaria has been a symbol of reliability and fairness for both its customers and partners.

he challenge
The MedUNIQA app offered useful services but not many UNIQA policyholders were registered in the app, and often preferred to visit the UNIQA office instead. The UNIQA team focused on improving the MedUNIQA app in four key directions:
- Increase the number of new users.
- Increase the number of active users.
- Increase the number of online doctor consultations.
- Find additional revenue streams.

Our approach
We conducted a UX/UI audit to find the issues that were preventing people from using the app and did user interviews with UNIQA employees and UNIQA clients. The audit led us to valuable insights:
- Internal client registration was taking too long.
- There was limited background information about the doctors.
- Тhere was no option to upsell additional health coverages in the app.

The solution
Simplified the user registration form into a more seamless journey.
Included ratings and user reviews for each doctor to help users make an informed decision.
Refined the app’s visual identity into a warmer, friendly vision.
Included additional space within the design for promoting related insurance products.

Results that speak volumes
57%
Increase in monthly user registrations
15%
Increase in doctor’s consultations bookings
+200%
Increase in users who booked online consultations

Users now enjoy a simplified registration process, a quick and easy way to book a medical appointment, improved navigation and a new look and feel of the app that’s more welcoming and comforting.