Redesigning Fedhealth’s Family Room Member Portal
The Difference We Made
Driving Usability
Simplified navigation and enhanced usability to make the Family Room portal intuitive for Fedhealth members.
Integrating Systems
Seamless integration of multiple systems to streamline member experiences and reduce operational complexity.
Improving Member Satisfaction
Helping Fedhealth reduce customer service strain while delivering real value to families managing their healthcare.
From Concept
to Outcome
An inside look at the problem we
set out to solve and the results
we achieved together
The Challenge
Improve the usability and information architecture of Fedhealth's logged-in member portal, which was confusing and led to high volumes of customer service calls.
The Result
A redesigned and actively evolving Family Room portal featuring a streamlined dashboard that allows members and dependents to easily view and manage claims, authorisations, benefits and financials.
More details
Fedhealth's original Family Room portal presented
several key challenges:
Confusing IA that made it hard for members to find key features.
A poorly structured UI that forced many users to rely on call centres.
Complexity in handling different user groups (primary members and dependents).
Multiple third-party integrations requiring careful co-ordination.
The
Solution
Monkey and River led a redesign and redevelopment initiative.
Dashboard View
Built a one-stop member dashboard consolidating claims, authorisations, benefits, notifications, and financials.
User-Centric Design
Conducted user testing to identify pain points, restructured workflows, and repositioned key actions for intuitive navigation.
Development
Used Flutter for cross-platform UI, integrating with Nexus (Aretech) via middleware provided by Cagan.
Collaboration & Management
Leveraged ClickUp for progress tracking, assigned a faster for efficiency and improved communication across third-party stakeholders.
Unified Dashboard Experience
Dashboard redesign with consolidated member view
UX Enhancements Driven By User Insights
User-centric UX improvements based on testing
Seamless Cross-Platform Development
Cross-platform front-end development using Flutter
Streamlined Nexus Integration
Integration with Nexus via third-party middleware
Delivering
Meaningful
Impact
The project is ongoing, but early progress shows strong improvements
The Outcome
- Simplified Navigation
- Reduced Support Needs
- Improved Testing Process
- Stronger Collaboration
The Impact
- Members find it easier to locate claims and benefits
- Early tests suggest fewer calls to customer service
- Dedicated testers streamlined QA and validation
- Regular alignment meetings kept third parties on track
“Better health for you and your family.”
Fedhealth is one of South Africa's leading medical aid providers, offering flexible healthcare solutions for families and individuals. Their Family Room portal is a key digital touchpoint for members, enabling access to essential benefits and healthcare information.
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