ResMed

Skills

UX & UI Design

Timeline

Nov 2023 - Current

Redesigning Subscription &
Account Management: A UX/UI transformation

ResMed is a leader in sleep and respiratory care, providing essential products to their customers.

With the rise of mobile usage, it became crucial to optimise the subscription flow and My Account page to ensure a seamless and intuitive experience for users.

Our primary goals were to reduce friction in the subscription journey, enhance navigation, and make key actions more visible and understandable.

In the world of healthcare technology, managing subscriptions and account settings should be straightforward and stress-free. However, ResMed identified that their existing subscription flow and My Account page were causing significant friction, leading to user frustration and drop-offs during critical moments. To resolve these pain points, ResMed tasked us with overhauling the user experience, focusing on creating a more intuitive and streamlined interaction.

Building on ResMed’s established design language, we developed a UX/UI-driven solution that reimagines the user journey. The redesigned interface now empowers users to manage their subscriptions and account details with ease, ensuring that every interaction—whether on desktop or mobile—is smooth, intuitive, and satisfying.

My responsibilities include working closely with stakeholders to synthesise user requirements, communicating design recommendations, prioritising outcomes, leading the end-to-end design process, and managing expectations across dev teams.

My Role

Product Designer

Platforms and Tools

Web App, Figma, Slack, Miro

Subscription Flow 

 Previous user flow: Assessed the problems users were facing.

Redesigned to be easy to navigate with a clear summary of the subscription selection process.

re-designed Desktop subscription flow
Re-designed Mobile subscription flow

My Account

Redesigned to simplify subscription management with clear balances,
easy updates, and seamless layout alignment.

Issues we found was

  • Confusing subscription management.

  • Difficult address and payment method updates.

  • Problems switching masks and accessories.

  • Lack of printable payment summaries.

  • Need for a simplified layout.

  • Need clear information on balances and settings

  • A lack of clear progress indicators, leading to user confusion about where they were in the process.

  • Overwhelming or disruptive messaging that confused users and interrupted their journey.

  • Unnecessary buttons like extra offer or subscribe options that added clutter without adding value.

  • Sticky navigation that wasn't as noticeable as it should be, leading to poor navigation experience.

Key Goals

  • User-Friendly Process: Create a user-friendly subscription process to reduce drop-offs.

  • Clarity and Navigation: Ensure clarity and ease of navigation.

  • Platform Consistency: Make the process consistent across desktop and mobile platforms.

Issues we found was

INTRODUCTION

MY ROLE