A NEW NATIONAL DIGITAL PLATFORM TO IMPROVE ACCESS TO SOCIAL SECURITY SERVICES.
Client: National Social Security Funds Cambodia NSSF), supported by GIZ
Company/Agency: Melon Rouge Agency
Team: Julien Coponat, Inghhorng L., Céline Le Grand
My role: Design Lead
Expertises:
UX DESIGN
UI DESIGN
USER TESTING
Context
As National Social Security Funds (NSSF) members continuously grow in quantity, it has considered investing in developing a mobile application to ease the burden of communication and also enhance the NSSF’s overall service quality to its members.
The main objectives of this new service are to improve NSSF business processes and reduce administrative burden by developing a platform that allows NSSF to interact digitally with its cooperation partners, namely the members and the health service providers.
Interaction is to allow for:
Access to information - Easy access to NSSF and health facility related information by members thereby increasing the satisfaction level of NSSF members.
Member empowerment - Members to become more informed about their relationship with NSSF and the types of social protection schemes they are covered with, thereby allowing them to maximize the benefits from their participation at NSSF.
Information access by health providers - Enhancement of exchange of information between the health service providers and NSSF, with the ultimate objective of continuously improving quality of health services provided to NSSF members.
01
User Flow & Wireframes
DEFINE THE User Flow AND CREATE WIREFRAMES TO STRUCTURE ALL THE FUNCTIONALITIES
The user flow has been defined to ensure very simple and intuitive navigation. The aim of the app is to facilitate access to the NSSF's services for every member of staff, whatever their level of technology awareness and competence.
The wireframing of the app's screens helps to identify where functions and information are displayed/located. To ensure a smooth and efficient user experience, the clickable user prototype can be used to check that the navigation follows the client's business processes.
02
User Testing
To ensure that the application provides sufficient added value to the members of the NSSF to support and facilitate access to health care services.
When designing and developing the NSSF App, tests were conducted to ensure that the application had a logical flow and met good quality standards. The aim of these tests was to ensure that the app provides sufficient added value to NSSF members, such as easy access to information, better interaction with NSSF customer support and easier access to health services.
The tests are conducted to ensure that members can easily
- Navigate through the app
- Find the features and functionality they might need based on scenarios
The home screen is simple yet very intuitive with the big icons. I found it easy to reach my specific goals, even if I wished to get some support to understand all the benefits I could get from that app as my reimbursement track for example”
_Sophal, 32, living in Phnom Penh, already an NSSF member
03
Key Features
DESIGNING AND IMPLEMENTING SPECIFIC INTERFACE ELEMENTS TO FURTHER enhance user-provider interactions
Specific features have been designed to allow NSSF agents stationed at the office or in health facilities to provide regular updates on the status of health facilities: types of medical services provided, live queuing updates for each category of service provided, instant notifications… further enhancing user-provider interactions.
