Swica A Tailor-made Customer Platform

We all want to stay healthy. So good health insurance cover is essential. But dealing with insurance is no one’s idea of fun, and we don’t want to spend any more time on it than absolutely necessary. That is why Swiss health insurance provider SWICA is now making life easier for its customers with its new application mySWICA. The app is simple to use on any device, allowing users to manage their insurance quickly and transparently.

Working together with our client SWICA and our partner Apps with love, we developed a website and two native apps for Android and iOS that we can continually optimise. From the initial consultation to operation, the project has involved many different disciplines, including project conception, design, front and back-end development, analytics, technical architecture and more.

Customer
SWICA Krankenversicherung AG
Customer since
2016
Go Live
April 2021
Website
myswica.ch
  • 1,500 person days
  • 14 months project duration
  • 50 people involved
  • 4 organisations involved

One Web App and Two Native Apps

We developed a stable and effective web application, along with two native apps. All three applications were constructed using components that are compatible across devices, thanks to a sophisticated design system. They all have the same design and structure and get their data from the same interfaces. The applications load quickly, are easy to use and are available at all times.

The interface architecture, together with the middleware-based decoupling, ensure scalability, independence and excellent flexibility, especially for front-end development. The result is a service-focused architecture that delivers performance, availability and security.

SWICA – Leaving a Lasting Impression

The mySWICA customer application has the same look and feel across all devices, whether it is used as an app or web application. Alongside the design, the information architecture is also identical on both desktop and smartphone. This ensures a consistent service throughout. As a result, the application creates a positive impression among customers, thus strengthening the brand.

Progressive Disclosure Front and Centre

The app immediately offers the things that users are looking for, with the most commonly used services visible and accessible directly from the start screen. Users can scan and submit claims documents, view current invoices and insurance information, and see the remaining co-payment amount, for example. Further functions can be accessed via the menu.

Easy Access to All the Important Information

If users want to know anything about their insurance, they can find the information they need without having to ask. Information on basic and additional insurance protection is presented in a transparent overview. Users can also see the remaining amount of their co-payment at all times, along with the open amounts for the deductible and franchise. There are also clear and simple explainers for these terms.

Coach Marks – Structured Messages for Quick Answers

The application features a centrally embedded contact function. mySWICA allows users to send a message to the customer service team from anywhere in the application. These messages are recorded in a clear chat function. We use coach marks to explain the necessary actions to users. A series of pre-formulated forms ensures complete data entry, providing a structured path to the specific question the user wishes to ask. This enables the customer service team to provide quick and effective support.

Scanning and Submitting Documents

The scan function for claims documents is a key part of the application. Given that there is nothing more annoying for users than when such a central function doesn’t work properly, we focused on making it as user-friendly as possible. Users always know where they stand and what they have to do next. But we did more than just redesign the process. We collaborated with users to test a series of scan plugins, before integrating the best ones.

Designing an Experience

Customers want to manage their insurance affairs with as little hassle as possible. With this in mind, we designed mySWICA to make the experience intuitive. We used original illustrations to create a unique and characteristic imagery. This provides visual support for important functions like submitting claims documents. These functions are also allocated icons and are visible at all times via the button navigation. We integrated various app patterns into the website navigation to ensure a standardised appearance.

One Design System Across All Platforms

When developing the design, it was important for mySWICA to be identical across web, Android and iOS. To achieve this, we created a central design system that is compatible with all platforms. This was based on the following six design principles: “Usability first”, “Simple & personal”, “Nice & friendly”, “Accessible for all”, “Progressive disclosure” and “Best in class”.

Complex Interfaces and High Performance

We created a powerful interface architecture. Both the web application and the two native apps use the same interfaces. This made it possible to smoothly control the enormous flows of data. In close collaboration with SWICA, we modelled and structured the data in relational databases to maintain high performance. The JavaScript React framework used for server-side rendering also has a positive effect on performance.

Service-based Architecture With Flexible Middleware

The new architecture guarantees fast loading times in the apps and high system availability. We also constructed flexible middleware to fully separate mySWICA from the surrounding systems. This delivers high scalability and independence, providing the perfect safeguard against bottlenecks or failures. Should certain systems fail, we can still give users all the information they need while ensuring that none of their messages to SWICA are lost.

By relaunching mySWICA, we provided customers with an application that makes their lives easier. Working together with our long-term partner Unic, we created a solution that is outstanding from a technical, design and visual perspective.

Headless for an Independent Front End

The interface architecture enables the front end to work flexibly and independently of the back end. This headless approach gives the front end a great degree of freedom. Our front-end development team can enjoy free rein in terms of technologies and implementation, resulting in an efficient, state-of-the-art solution.

Hosting – Combining Availability With Security

We operate and host the Kubernetes platform and MSSQL databases for the mySWICA applications. The database is designed to ensure redundancy and high availability. We constructed the infrastructure so that data is provided to users without delay. On top of this, we paid special attention to security requirements, tailoring the application over several iterations to deliver better protection for sensitive health data.

Usability

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