PayFlex Mobile App: My Profile Experience
Company Overview
PayFlex, now better known as Inspira Financial, is a leading provider of financial wellness solutions, helping individuals and employers manage health and financial benefits with ease.
Roles
UX Design
UI Design
Research & Analysis
Prototyping
Wireframing
User Testing
Responsive Design
Design Process
1. Discovery Phase: Identifying Problems Through Research
The previous profile settings experience required members to visit the member website to update their profile information, creating inconvenience and disrupting the seamless mobile app experience. To understand user needs, I conducted interviews with members and internal stakeholders. Key issues identified included:
Inability to update profile details within the mobile app.
Limited information displayed in the app, leading to frustration.
Disconnected user experience between the app and the website.
These findings highlighted the need for a redesign that would allow members to manage their profile settings directly in the app, providing a more integrated and user-friendly experience.
2. Define Phase: Brainstorming Solutions
To address the identified challenges, I facilitated brainstorming sessions with my team to explore potential solutions. We proposed several ideas, including:
Enabling editable fields for profile details such as email, phone numbers, and security settings directly in the app.
Expanding the displayed profile information to include personal details, coverage levels, and contact preferences.
Simplifying the navigation to make updates intuitive and easy to access.
Wireframes were developed and shared with a focus group for initial feedback. Users appreciated the streamlined structure and the ability to make updates directly within the app.
3. Design Phase: Prototyping the Improved Design
Based on user feedback, I created high-fidelity prototypes prioritizing usability and aesthetics. Key improvements included:
Editable Fields: Users can now update email, phone numbers, and more within the app.
Expanded Profile Information: Added sections for login credentials, personal details, and coverage plans.
Streamlined Layout: Simplified navigation for easy access to profile settings.
The result was a comprehensive and user-friendly profile settings interface (see "After" image above) that integrates seamlessly with the app.
4. Testing Phase: Usability Testing and Iteration
To validate the prototype, I conducted usability testing with a mix of internal and external users. Feedback included:
“I love how I can update everything in one place without switching to the website!”
“It’s much easier to navigate and find the information I need.”
Users also suggested minor design refinements, such as emphasizing critical fields. These refinements were incorporated into the final design.
5. Implementation Phase: Finalizing the Design
After implementing feedback, the final design effectively addressed user challenges:
Profile updates can now be made directly in the app.
Expanded sections provide a more comprehensive view of user details.
Simplified navigation ensures a smooth and seamless experience.
With the new profile settings interface, members can effortlessly manage their details without leaving the app, creating a unified and satisfying user experience.
