Doctors’ Health Fund – A Health Portal Designed with Members, for Members

Doctors' Health Fund (DHF) sought to reframe the way in which members engaged and perceived their health fund. Our goal was to shift the user experience from traditional and complex by creating a portal that put members first.

Our design for the DHF member portal has shifted the traditional, transactional relationship between health fund and member to one that puts members first. We focused on creating a secure and simplified source-of-truth to interact and build trust with the fund, resulting in a consolidated and easy to navigate portal that puts policy and extras information up front, rather than making them difficult to access. The resulting portal and accompanying mobile app provide consistency, reliability, and ease of use, which further increase the sense of connection and benefit for members.

DHF’s portal provides unambiguous and intuitive functionality. The portal has reframed the relationship between DHF and its members, resolved frustrations, simplified claims processes, and made healthcare more accessible.

Frameworks formed the foundation of the design: Following OWASP foundation for healthcare providers best practices, DHF’s portal uses multi factor authentication, biometric security and encrypted storage. Bringing benefits to the fore: An intuitive user interface highlights what matters most to members and provides a seamless experience across desktop and mobile. For the betterment of its members: Increased user retention, adoption, and positive sentiment have come as a result of putting the member at the fore and ensuring human centred design informed all elements of the design.