Meet our Client
Marpai is a technology health plan company operating in the United States. As a third-party administrator (TPA), they serve small businesses that directly pay for their employees’ health benefits.
Their AI-based tool anticipates and prevents costly treatments and cuts down 50% on administration and medical costs.
What’s value-based medical care and how to make it accessible
Marpai’s mission is to make health plan management better, cheaper, and more personalized.
Their value-based approach centers on improving patients’ health as opposed to simply providing medical services for a fee. This eventually results in better employee productivity and lower costs for the employers, Marpai’s customers.
At the same time, our Client understood that smaller businesses often didn’t have the resources to set up complex and time-consuming health plans.
So, with their products and services, Marpai needed to simplify the process from initial setup to everyday management.
This naturally led them to prioritize offering more advanced and user-friendly technical tools to their customers.
The challenge
To simplify access and make their services broadly available, Marpai decided to create a mobile application. It would need to be created from scratch, as they previously had none.
Another goal was to improve and facilitate their call center employees' work.
Marpai already had a solution for the call center. However, it was third-party and wasn’t suitable for many specific tasks.
Struggling with it, our Client decided to build a custom solution to provide better support and personalized guidance to the customers.
The partnership
Initially, Marpai worked with another vendor on the UX/UI but wasn't happy with the quality, so they turned to SENLA.
We became partners in 2021.
Our designers suggested switching the work to Figma (Marpai was using different software before), and the Client liked the idea.
We collaborated for nearly 2 years, building a strong and warm relationship. The Client was very satisfied with our work and valued our specialists extremely highly.
SENLA designed UX/UI for Marpai’s mobile app and the internal web system for call center workers.
How we work on custom UX/UI
At SENLA, we approach each UX/UI project with a similar set of steps:
- Strategy. During a kickoff meeting with the Client’s marketing team (and/or other stakeholders), we discuss requirements and functionality.
- Research. We collect and analyze data. It comes from the Client’s developers, project managers, in-house designers, or real users if a solution already exists. We think about multiple design options, user flows, and patterns.
- Detailed design. The next step involves creating a detailed design. We deliver wireframes, high-fidelity prototypes, and clickable prototypes for demonstration to developers and testing on users.
- Analysis. We analyze ready design layouts to brainstorm and correct flaws and issues.
- Testing. When possible, we conduct user testing with prototypes and ready layouts. We also talk with the developers and the teams that'll use the system about any issues, often going back to the analysis and design steps. We believe that fixing errors at this stage is much easier than in the finished product.
- UI kit. When the design is agreed upon, we prepare a collection of all possible UI elements like fonts, buttons, icons, colors, etc.
- Workflow for developers. We prepare a detailed explanation of layouts and a flow for the developers, show different states of UI elements, and describe extreme conditions and errors.
- Support. After release, we continue making changes as the product grows and we receive more data from real users.
Flow for developers
Typically, three options for each feature are considered design-wise:
⦿ Better for the user but more complex in development.
⦿ Easier in development but not as good for the user.
⦿ The simplest and quickest to develop, but the design is of the "users will get used to it" level.
The choice depends on the resources available to the Client and development time.
Mobile app
We designed a mobile application that makes it easier for health insurance members to handle their medical needs and save time and money.
In the app, the users can view their doctor visits and medical history, find a specialist or get help choosing one, and manage their finances.
Additionally, users can add family members to their insurance and access all their information, too.
What we did
As the application was to be built from scratch, we prepared a full audit of the existing web functionality to better understand how the mobile version should function and look. We brought in a GUI specialist to assist with this task.
Then we researched similar applications on the market. This helped us pinpoint a style that our Client liked.
When the prototype was ready, we moved to user testing.
By asking people to choose among various layouts during hallway testing, we identified unclear labels and non-obvious features, helping us refine the design.
It took us 3 months to prepare and launch the MVP.
Afterward, we kept gathering user feedback and real data to further enhance the application.
Call center system
We created UX/UI for a fully custom system for call center employees to make their work faster and more efficient.
This AI-based system helps Marpai’s staff use medical histories and test results to recommend preventive treatments to customers and avoid greater expenses later.
It also can match doctors to patients based on type of insurance, location, quality, reviews, cost, and other provider characteristics.
Technologies we use
⦿ Kick-off workshop
⦿ User testing
⦿ Navigation scheme
⦿ Workflow
⦿ Wireframes
⦿ Web UI patterns
⦿ Final design mockups
⦿ Interactive prototypes
What we did
Our Client was already using a different solution.
Our job was to learn the existing workflows, find out the call center employees' pains and needs, and create a better flow considering the users' experience and psychology.
To do that, we were in constant contact with the Client. We requested real data and collected info about navigation patterns, interaction flows, etc.
Our experts used all that to improve and refine the design, making it more user-friendly and efficient.
Using Figma, Jira, and Miro, we reimagined sections like alerts, care requirements, provider requests, reports, communication templates, etc.
The value: Continuous rise of both revenue and customer numbers
During the years of our partnership with Marpai, their revenue was steadily growing along with the number of people covered under their health plans.
Marpai experienced a 23% revenue increase in 2021, 71% in 2022, and 77% in Q3 2023.
Customers grew from 20,400 in June 2021 to 37,000 in September 2023.
SENLA is happy to have contributed to our Client’s successful growth with our UX/UI solutions:
- Moving the work to Figma helped streamline and speed up all design processes and provide results faster.
- The mobile app released within just 3 months was downloaded by thousands of Marpai’s customers making their services more accessible and simplified.
- Switching to a custom call center solution designed for the employees’ specific needs helped them work faster and give a more personal, efficient service.
At SENLA we're always proud when our work helps improve people’s lives. If you need a solution your customers will love, let’s discuss it.