Designing for millions: Product Research on Taiwan’s NHI (National Health Insurance)App

Background

During the COVID-19 pandemic, Taiwan’s National Health Insurance app introduced a new feature that allowed citizens to order protective masks online and pick them up at nearby pharmacies — reducing queues and minimizing health risks.

While the feature was quickly launched, many users reported difficulty finding and using the eMask ordering function. My goal was to understand these usability challenges and recommend design improvements to make the process smoother and more trustworthy.

We aimed to identify what specific difficulties users encountered in the eMask feature — from navigation and ordering to payment, notification, and pickup.

Key Research Questions:

• How easily can users locate the eMask ordering feature?

• Are users able to understand how to select pickup points?

• Do users experience confusion in the payment or pickup process?

• What post-order information do users expect?

Persona A

Persona B

• Participants: 5 users (aged 16–60, mixed gender, urban and rural)
• Method: Moderated remote usability testing (10–15 mins per session)
• Tasks:

1. Locate and order eMasks.
2. Choose a nearby pickup location.
3. Complete the order and identify follow-up actions.

A low-fidelity prototype was tested using Figma to simulate the app flow.

User interview:

1. The “eMask” button was visible, but not instantly clear.
• 4 of 5 users could find the “eMask” button, but older participants took longer.

“I can see the eMask option, but it’s mixed with too many health-related sections.” — Participant A

Recommendation: Improve hierarchy and labeling clarity for faster recognition.

2.  Pickup point selection worked well — but lacked confirmation clarity.
• 5 of 5 users successfully chose a pickup location.
• However, some were unsure whether the selection was saved.

“It says ‘pickup point,’ but I wasn’t sure if I’d confirmed it.” — Participant E
Recommendation: Add a confirmation step or clearer visual feedback.

3.  Users wanted a way to add pickup dates to their calendars.
• 4 of 5 users expressed this desire.

“It’s great that it opens Google Maps, but I wish I could also save the pickup date.” — Participant A
Recommendation: Add an “Add to calendar” button to both the order success and order detail pages.

4.  The app lacked guidance on what happens next.
• 5 of 5 users were unsure whether they’d receive a notification or what to bring for pickup.

“It doesn’t say if the app will remind me or if I need to bring my health card.” — Participant B
Recommendation: Add a notification screen and clearer success text explaining next steps.

5.  The purpose of the QR code was unclear.
• 3 of 5 users didn’t know when or how to use it.

“I know it’s for scanning, but I don’t know when I’ll actually use it.” — Participant C
Recommendation: Add a short explanatory line such as “Show this QR code at the pharmacy to collect your masks.”

Design Improvement