Project Overview.

The Humana Saúde mobile app was struggling with a stagnant user satisfaction rating of 3.4, which negatively impacted user trust and brand perception. Acting as the sole Staff Product Designer on a lean squad, I led the strategic redesign of the app's Home screen. By conducting targeted user research to address specific usability complaints and leveraging an Atomic Design system for rapid prototyping, we launched a fully revamped experience in just 3 weeks. The update drastically improved user satisfaction, driving the app rating to 4.7 and exceeding the business goal.

Challenge

User confidence in the Humana Saúde app was compromised due to chronic usability issues on the main screen (Home), reflected in a low rating of 3.4 (based on nearly 2,000 reviews). The business objective was aggressive: to increase the satisfaction score in the app stores (Google Play and App Store) by at least 1.0 point to improve brand positioning and customer retention.

Action

As the lead designer on the project, I owned the end-to-end design process, focusing on high-speed delivery without compromising quality:

• Root-Cause Research: Conducted qualitative user research and mapped historic app store complaints to identify and categorize specific usability friction points on the Home screen.

• Scalable UI & Lean UX: Applied the brand's visual guidelines through an Atomic Design framework in Figma. I utilized Lean UX methodologies to quickly prototype and validate solutions using pre-existing design tokens.

• Agile Integration Workflow: Managed design demands via Business Map and established a streamlined workflow with engineering. This included technical feasibility alignments, stakeholder validation, precise handoffs, and rigorous Design QA to ensure pixel-perfect development.

Result (Resultado)

Before & After.

Before: An outdated layout with many complaints.

After: More up-to-date components where 87% of users expressed satisfaction with the new layout.

Lessons Learned.

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