Situation
Our customer Atupri, a renowned Swiss health insurance company, follows a multi-channel approach to empower its customers across devices. After building their customer platform in 2016, the goal was to leverage all the selfcare services now in place, while combining them with mobile built-in functionalities such as biometric authentication, photography, push notifications or telephony.
Open Web Technology was the chosen partner to design, build and launch the native applications, both for Android and iOS users.
Approach
1. Blueprint
The multi-channel approach of our client made them decide to launch a mobile application in parallel with the continuous development made on their customer portal. We helped Atupri to prioritize the key features for the App to be able to follow the desired plan. During the blueprint phase we delivered functional specifications and detailed mock-ups, defining the app behavior and rendering the screens to be implemented for both operating systems. Our UX experts defined the key user journeys for the previously selected functions.
OWT team also met with back-end providers to define how to manage biometric login, push notifications and document upload from the app. Then our technical team leader and architect defined the communication interfaces between the existing selfcare endpoints and the future app.
2. Agile development
Based on the functionalities identified and defined during the blueprint, OWT prepared a detailed backlog and sprint plan with Atupri. The two-week sprints were prepared (grooming) first with Atupri and third-party providers, then with the OWT dev team. Every two week, we delivered a testable increment of the mobile applications and reviewed it together, while enforcing daily stand-up calls with all parties involved.
The biggest challenge was the integration of the picture capture SDK offered by a new third-party provider. Goal was to enable customers to scan any relevant document (invoices, or other medical document), while improving the quality of the images sent to the Atupri back-office. The SDK indeed checks image quality, sharpness, then crops it and straightens the scans if necessary. This, to facilitate the document processing by the Atupri teams. Due to very limited documentation, our developers had to figure out the right input and output configuration of this black box.
3. Testing and submission
With our support Atupri invested a significant effort in the acceptance testing, which enabled to identify improvements on the global user journey. These change requests could be easily implemented thanks to our agile methodology.
Once accepted by the client, an iOS application needs to pass validation to be published on the App Store. Thanks to our joint effort with Atupri in delivering the best product for their customers, the application has been accepted without changing a single line of code!
In only 3 months and with the collaboration of our offshore team in Vietnam, we have been able to deliver two native mobile applications, for Android and iOS systems. From their mobile phones, Atupri customers are now able to:
- Scan and securely send medical invoices and medical documents
- Login faster to their customer account to view their franchise balance, processed invoices or send a message to Atupri
- Receive notifications directly on their mobile phones on new incoming Atupri messages
- Access their insurance card and call their doctor from the app at any time
