OIC Mobile App

How Blue Logic Digital enhanced the customer experience for a leading Insurance player in the Middle East, focused on use-cases around their Health vertical.

Introduction

Oman Insurance Company (OIC), a 45-year old Insurance player offers a complete range of insurance solutions from Life, Health, Motor and Personal. OIC is supported by leading global reinsurers like Swiss Re, Munich Re, Allianz and Arig.
A thorough customer-centric organisation, OIC has over 800,000 lives insured across the Middle East. Seamless service across digital channels and the ability to offer support online has always been the company’s vision and core focus.
As part of their Digital Transformation activities, OIC approached our team to scale their offerings via a user-friendly mobile app for existing Health Insurance customers.

  • Client:

    Oman Insurance Company

  • Timespan:

    6 months

  • Key Focus:

    Native Mobile App (iOS & Android)

  • Service:

    Digital Experiences

  • Live Preview:

    https://linkmix.co/1037295

The Challenge

With newer and younger Health Insurance companies, coming in with an online-first approach to customer support, it was extremely important to build a digital experience that allowed their customers to transact seamlessly. Through several Stakeholder workshops driven by Blue Logic, and the core team at OIC, several challenges were identified that their existing customers faced, and these helped drive the strategy and direction of the mobile app. Some of these included:

  • Physical insurance card needed to be carried at all times.
  • A large number of emails and calls from customers to understand their policy coverage, network and claims submission process.
  • No access to their history of claims and the status of claims submitted.
  • Constant calls and emails to locate the nearest branch, as the company has a large number of physical offices.

The Objectives

Post several Discovery workshops and extensive research of the call-centre data, we identified the below features and functionality for Phase 1 of the native mobile app available on both iOS and Android:

  • Simple, yet modern design with a lot of white space, in alignment with the brand’s identity.
  • Virtual health card for quick access with the ability to download in different formats or even Add to Wallet.
  • Ability to add additional family members insured under the same policy holder.
  • Real-time centre locator allowing customers to find the nearest hospitals, clinics, pharmacies, diagnostic centres, dental or optical clinics, labs, SEHA pharmacies or even LivFit Gyms included in their policy and be able to get directions, call, or add to phone contacts.
  • Claims support including: Submission of a new claim with the ability to upload the documents necessary, Track status of existing claims, Download or request details of claims submitted, View Claims History.
  • Branch locator to find the nearest OIC branch office across the different Emirates in the UAE.

The Solution Delivered

Blue Logic Digital’s involvement on this project was across UX/ UI, content strategy and native app development. This entailed several milestones including:

  • UX Strategy - Focused Group Discussions with key stakeholders to identify & prioritise the features and functionality, Content Marketing strategy.
  • UX Design - Pattern development, typography, fonts, images and the design of 20 screen templates.
  • Development - Native app development.
  • A/B Testing and UX insights using world-class tools.
  • QA and deployment.
  • On-going support and maintenance via an AMC contract.

The Value Added

The app is available on both iOS and Android, and OIC’s customers have been extremely happy with the features made available. We are currently working on enhancing the experience and the addition of some exciting new features, including an AI-driven chatbot!

01

30K

App downloads in 1 year.

02

100%

Client satisfaction.

03

6 Months

To go live.
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