Healthcare Management Administrators (HMA), a leader in third-party healthcare benefits administration, recognized the need to deliver a more unified, intuitive, and accessible digital experience for its members. Their digital ecosystem—comprising both web-based and mobile platforms—had grown fragmented over time, relying on third-party integrations like HealthX and portal "wrappers" that lacked the native feel modern users expect. HMA partnered with UpTop to reimagine both their Member Portal and Mobile App—laying the foundation for a connected and future-forward experience.
HMA
Modernizing Member Experience Across Web and Mobile for HMA
Background
Challenges
HMA faced dual challenges across platforms. On the web, their existing Member Portal was overly reliant on external systems, had inconsistent branding across regions, and lacked flexibility for future enhancements. On mobile, impending changes to Apple’s App Store policies threatened the viability of their current app, which was merely a web wrapper. Both platforms needed to be rebuilt—not just to meet compliance—but to provide a richer, more user-centric experience that aligned with HMA’s brand and operational goals.
Project Info
client
Health Management Administration (HMA)
Industry
Healthcare Administration / Third-Party Administrator
type
Member Portal and Mobile App
services
UX Research, UX Design, Visual Design, Mobile Development, Technical Integration, App Store Deployment
Project Info
client
Health Management Administration (HMA)
Industry
Healthcare Administration / Third-Party Administrator
type
Member Portal and Mobile App
services
UX Research, UX Design, Visual Design, Mobile Development, Technical Integration, App Store Deployment
Background
Healthcare Management Administrators (HMA), a leader in third-party healthcare benefits administration, recognized the need to deliver a more unified, intuitive, and accessible digital experience for its members. Their digital ecosystem—comprising both web-based and mobile platforms—had grown fragmented over time, relying on third-party integrations like HealthX and portal "wrappers" that lacked the native feel modern users expect. HMA partnered with UpTop to reimagine both their Member Portal and Mobile App—laying the foundation for a connected and future-forward experience.
Challenges
HMA faced dual challenges across platforms. On the web, their existing Member Portal was overly reliant on external systems, had inconsistent branding across regions, and lacked flexibility for future enhancements. On mobile, impending changes to Apple’s App Store policies threatened the viability of their current app, which was merely a web wrapper. Both platforms needed to be rebuilt—not just to meet compliance—but to provide a richer, more user-centric experience that aligned with HMA’s brand and operational goals.
“We had made the decision to build a portal for our members and an accompanying mobile app. We have a relatively small IT org and I knew we didn’t have the number or right mix of skills to execute on that project successfully. I had the benefit of working with UpTop previously and I felt confident that you would be able to help us fill that skill and expertise void.”– Kimberley Bryant, COO, HMA
Approach
UpTop took a holistic, user-first approach—starting with an intensive discovery process across both web and mobile. For the Member Portal, this meant understanding current features, analyzing member behavior, reviewing competitor solutions, and mapping user flows for both authenticated and unauthenticated experiences. The design effort prioritized a "feature-neutral" transition, ensuring continuity for users while streamlining interactions and eliminating HealthX dependencies.
On the mobile front, UpTop adopted a phased MVP-to-enhancement strategy. Using React Native, they architected a secure, cross-platform app that was App Store-compliant, modern in design, and anchored in real user scenarios such as ID card access, doctor lookup, and messaging. User authentication was improved with biometric support (Face ID/Touch ID), and push notifications were integrated to enhance engagement.
Solution
For the Member Portal, UpTop delivered a responsive, fully redesigned experience across three regional brands (HMA, Regence of WA, and Regence of OR). Key member actions—viewing claims, printing ID cards, downloading forms—were consolidated into a streamlined UI built for clarity and efficiency. Design prototypes were user-tested and iterated rapidly, ensuring usability for both members and admins.
For the Mobile App, UpTop launched an MVP that supported biometric login, ID card access, SSO redirects for provider search, and push notifications. The roadmap included advanced features like claims views, deductible tracking, and spending summaries. Designed to match the brand and complement the portal, the app created a seamless bridge between desktop and mobile experiences.
For the Mobile App, UpTop launched an MVP that supported biometric login, ID card access, SSO redirects for provider search, and push notifications. The roadmap included advanced features like claims views, deductible tracking, and spending summaries. Designed to match the brand and complement the portal, the app created a seamless bridge between desktop and mobile experiences.
Results
- Unified digital branding across web and mobile for three distinct regional entities
- Native mobile app launched and accepted in both iOS and Android app stores
- Streamlined member experience with modern, responsive UI design
- Eliminated reliance on third-party platforms (e.g., HealthX), enhancing security and flexibility
- Created scalable frameworks for continuous enhancement and integration
By investing in cohesive design, thoughtful UX, and future-ready technology, HMA successfully transitioned to a digital ecosystem that puts their members first—wherever they are, on any device.
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