Virtual Wallet

Reinventing Value in Health Insurance

It all started with a simple, slightly crazy idea:

“What if we could bring cashback into the world of insurance?”

At first glance, it felt like a stretch. Cashback in health insurance? Not exactly standard practice. But that’s what made it exciting, there was nothing out there quite like it, and Médis had the right mindset and ecosystem to try something truly different.

The core concept was straightforward: users could activate their Virtual Wallet and start earning cashback whenever they made purchases with selected Médis partners. That balance would accumulate, and they could then use it to pay for Médis services, pay for their purchases in Médis Marketplace, reduce their insurance premium, or even support a foundation they cared about.

But what started as a simple incentive quickly grew into something bigger.

We kicked off a series of cross-team workshops, marketing, product, legal, innovation, tech, to explore the potential of this feature from every angle. Over two months, the idea evolved. We introduced gamification mechanics to reward users not just for spending, but for engaging with the Médis digital ecosystem, like attending an online consultation or using the symptom checker. The wallet became more than a tool; it became a motivator for healthier habits.

I led the UX/UI side, sketching, prototyping, and refining flows that would make the wallet feel natural and effortless to use. It had to be smart, but not overwhelming. Useful, but not intrusive. After several iterations, we landed on a version that the internal teams felt confident in, and, more importantly, that users would find meaningful.

Validating the Concept – What Users Really Thought

Round Two – Testing the Redesigned Experience

“Just give me the money instead of points.”

With the updated version in hand, stripped of the original gamification mechanics and refined based on earlier feedback, we moved into a second round of user testing. This time, we brought in a new group of participants, but kept the testing structure the same to ensure consistency in comparison.

The difference was night and day.

Scores across the board improved significantly, and most of the earlier pain points had been successfully addressed. Users found the wallet mechanics clearer, the flow more intuitive, and the overall experience far easier to understand and navigate. The lack of complaints in this round of testing was a clear sign we were on the right track.

Below, you’ll find a few screenshots of the redesigned app, the updated SUS scores, and a preview of the new gamification concept that’s currently being reworked based on everything we’ve learned. Feel free to explore the mockups through the link provided and see how the experience has evolved.

KEY DETAILS

Live

Web Platform

KEY RESULTS