Vision Flow Revamp
Simplified policy-based eyewear journeys for faster, clearer bookings.
As a Product Design Intern at MediBuddy, I worked closely with the senior designer to revamp the end-to-end Vision Care experience—simplifying the booking flow, clarifying policies, and improving user trust. This experience strengthened my skills in designing logic-driven, scalable UX for real-world healthcare needs.
Product
Skills
Product Design
Responsive design
Stakeholder management
Visual hierarchy
User Research & Testing
My role
Timeline
Problem
MediBuddy users were entitled to vision benefits, but the actual experience felt anything but beneficial. Confusing policies, surprise payments, and unclear next steps left users frustrated and frequently dropping off.
Recognizing this gap, we saw a powerful opportunity to rebuild trust and clarity — creating a seamless, policy-aware eyewear journey that users could actually rely on.
What we learned
The existing Vision experience lacks clarity, guidance, and trust.
We spoke directly with corporate users and gathered feedback from internal teams to uncover key friction points in the Vision Booking experience. Despite strong interest, the flow created confusion, unnecessary steps, and support dependency — all leading to drop-offs and low conversions. These insights laid the foundation for our redesign.
Major issues
Low awareness & policy confusion
Most users were unsure of their insurance coverage — they didn’t know what was included, whether they had to pay upfront, or if a prescription was mandatory. This uncertainty caused significant drop-offs.
Unexpected payment friction
Many users believed the service was fully cashless. When asked to pay midway or at the store, they felt misled and abandoned the process.
Unclear form experience
The booking form was not tailored to user context. Mandatory fields didn’t adapt to their policy/vendor rules, making the flow feel long and irrelevant.
No order visibility
After submission, users didn’t know what would happen next. There was no real-time tracking, leading to anxiety and increased support queries.
Process
I worked with the Product Manager in an affinity mapping session to break down user feedback and uncover pain points, which shaped the foundation of our solution themes.
Establishing Early Hypotheses & IA
Next, we sketched out the high-level information architecture to ensure it aligned with user needs and integrated seamlessly with existing product mechanisms.
Solution
MediBuddy users were entitled to vision benefits, but the actual experience felt anything but beneficial. Confusing policies, surprise payments, and unclear next steps left users frustrated and frequently dropping off.
Making policy clarity the first step
See what’s covered, before you start.
Instead of making users guess, the landing page now instantly shows eligibility, co-pay rules, and exclusions — all pulled directly from their corporate policy. No surprises, no confusion, just clear coverage at a glance.
Ordering, made effortless
Only what’s needed, when it’s needed.
The form now adapts in real time to the user’s policy, vendor, and delivery mode — showing only the fields that matter. Prescription upload is optional, and steps are clearly guided for a smoother booking experience.
Tracking, made crystal clear
Users can now follow their eyewear order from start to finish with real-time updates, a visual timeline, and clear next steps — removing guesswork and reducing dependency on support.
Usability testing
Conducted usability tests with 15 random Medibuddy employees and 10 external corporate users to gather actionable feedbacks to improve upon.
Actionable insights
Users confused the placeholder cards in ‘Steps to complete order’ with a loading state.
We redesigned it to display a clear instructional message, reducing confusion and guiding users to select a vendor and purchase mode before proceeding.
Making Beneficiary Selection Obvious
Users couldn’t tell which beneficiary was selected. We added radio buttons for clear, unambiguous selection.
Impact
Within 3 months of launching the Vision Flow Revamp: