Cabin crew bill reimbursement : mobile app
Project Goal
The project was done as part of my studio initiative. Where individuals were asked to revisit few solutions that have been delivered. I took up revisiting a healthcare application built for a Dubai based airline which would help find the nearest hospital incase of a medical urgency overseas, submit the bills generated post treatment and give transparent updates on the reimbursement process.
Customer & end users
Airline crew members flying overseas.
Methodology
The process started with a secondary research around the existing solution and creating a persona, along the lines of which problems faced by crew members were identified. Mostly was the worry of finding a hospital in optimum time and nearest location, number of bills to be submitted to claim reimbursement and lastly a lack of clear update on reimbursement date once submission is complete.Â
A TO-BE journey was created, where these problem areas were visited supported by empathy mapping.Â
Being a smart app, it would ensure flexibility of uploading documents through gallery access or uploading directly on the app. The system would prompt incase of any missing documents and finally, give clear updates about the reimbursement amount and date backed with online support incase of any doubt.
Success Metrics
Ease of information access, feeling of assurance about amount and date of reimbursement, reducing chances of manually carrying the bills to home office or losing papers in transit.
Individual contribution
User experience and Visual design
Team
Ashutosh Shembekar, Priyanka Bhadauria
User profile
Creating a user profile helps in understanding a user's expectations from an application. From a profile like this we come to know that the pilot functions on a highly erratic schedule, falls sick frequently and would make an ideal user.
Journey map
In this we closely observe the journey of our user from the time he begins, empathising all along in terms what
he is thinking, saying, doing and feeling at each phase.
Final outcome
The application was created, keeping the key features and their find-ability as top priority. Applying psychological principles like idleness aversion and operational transparency also make for a satisfactory experience, especially when the user is at the peak of their experience and when its about to end. The theme was picked up from the brand colors.
