A Filipino health-card app for members of MediCard Philippines, an AIA company. Designed by our team in India, shaped hand in hand with MediCard’s team in the Philippines, so every flow, word and error state felt local.
Proto-personas built with MediCard’s Philippine team from member feedback, hotline themes and remote workshops.
“I just want to know my LOA is approved before I leave for the clinic.”
“My kids are on my card. I need to file for them too, quickly.”
“I’m awake at 3 a.m. I need a doctor who’s awake too.”
MediCard members could see a doctor almost anywhere in the Philippines, but everything around that visit, from getting a Letter of Authorization (LOA) to filing a reimbursement or finding an accredited clinic, still ran through hotlines, emails and paper forms. MedGo 2.0 had to move all of it into one app, for people whose language, habits and network conditions our team in India didn’t share.
What members told the PH team
LOAs by hotline
Reimbursements on paper
Connections that drop mid-task
MedGo is a Filipino product. Our team sat in India; the people using it lived in the Philippines. So we ran the project with MediCard’s local team as co-designers, not just approvers.
Regular sessions across the two-and-a-half-hour time difference, walking flows with MediCard’s operations and member-services teams.
The PH team brought in hotline themes and member complaints, took builds back to members, and returned with what they heard.
All microcopy was reviewed by Filipino colleagues before handoff, so it read naturally, politely and reassuringly to members.
Statuses like Disapproved or Action Needed are written to reassure, never to blame. Local conventions such as LOAs, dependents, peso amounts, barangay-level addresses and birthdate passwords were designed in from day one. And because data can drop at any time, every screen knows how to retry.
Straight from the app
“Thanks for your patience! Your LOA Request has been approved.”
“Download requires internet. Please retry when connected.”
“LOA file is password protected. Use your birthdate in YYYYMMDD format.”
LOA requests, approvals and QR codes in the app, ready to show at the clinic counter.
Members see their card and services; non-members can still find clinics, doctors and book.
Every screen has a retry, a saved draft or a route to support when the network drops.
We mapped the app to what a member does around a clinic visit: get approval, book, get care, get reimbursed. The bottom bar puts the two most common jobs, Reimburse and LOA, either side of a central Book button.
Bottom bar: Home · Reimburse · Book · LOA · Settings
Members used to call the hotline for a Letter of Authorization before a consult or test. Now they pick the LOA type, choose the member (dependents included), clinic and doctor, attach a lab request when needed, and follow it to a QR code the clinic can scan.
The virtual ID sits on top with a QR to show at reception. Every service is one tap below it, and members can choose which services they see first.
A four-step form with clinic search, directions and a call button, peso amounts, and a draft you can save if the signal drops. History shows where every claim stands: Released, In-Process or Action Needed.
LOA types match how members think about a visit: consultation, tests, inpatient, telemed, maternity. Approved LOAs come with a QR and a PDF that opens with your birthdate.
MyPocketDoctors teleconsults offer hourly slots, for members on night shifts or far from a clinic. A quick Face Scan from the phone camera adds a wellness check.
Every round of the home screen went to MediCard’s Philippine team for review. Early versions carried appointments, perks and search all at once; the final layout is calmer: the card, the services and one perk, with a separate, lighter home for non-members.
Remote workshops with MediCard’s PH team, plus hotline and member-feedback themes.
An IA built around the visit: LOA, reimbursement, booking and telemed.
Tone, copy and local conventions reviewed by Filipino colleagues.
13 dashboard rounds and full flows for members and non-members.
Rebrand to MedGo and focus-group testing through the PH team.
MedGo 2.0 is in beta. A smaller focus group of members, run through MediCard’s Philippine team, gave positive feedback. These are the signals we’ll watch as it rolls out.
LOA and reimbursement requests filed in the app instead of by phone or email.
Time from request to an approved QR the clinic can scan.
Reimbursements submitted without an “Action Needed” bounce.
Tasks finished after a retry, offline state or session timeout.