GOVERNMENT SERVICES

🇩🇪 Healthcare Access & Digital Credentials

Making healthcare enrollment, insurance verification, and payments more connected through Citizen Wallet.

Partners: Solution architects · Product Pre-Sales
· Government stakeholders

Connecting healthcare services through Citizen Wallet

Accessing healthcare coverage often involves navigating different providers, submitting personal information, managing documents, and proving eligibility.

For someone who has already established a trusted identity, repeating these steps creates unnecessary friction.

The opportunity

Explore how Citizen Wallet could simplify healthcare enrollment by allowing citizens to securely reuse verified information, compare coverage options, and access their insurance credentials in one place.

From platform capabilities to citizen experiences

My focus was connecting healthcare requirements with identity, credential, and payment capabilities to create a more continuous experience.

Working with solution architects and product partners, I explored how users could move from discovering healthcare options to enrolling in coverage and using their benefits.

Three considerations guided the experience:

Guidance
Making eligibility, requirements, and application progress easier to understand.

Consent
Allowing citizens to choose when verified information is reused or shared.

Continuity
Connecting enrollment, insurance credentials, and payments through Citizen Wallet.

Why it matters

A connected experience can reduce repetitive steps while giving citizens greater visibility and control over how their information is used.

Bringing the experience to life

Meet Ajay: From enrollment to healthcare access

Ajay is a researcher living in Germany who has already established his digital residency credentials through Citizen Wallet.

When he needs healthcare coverage, the wallet provides a starting point for exploring available insurance options and completing his enrollment.

His journey illustrates how information already verified for one government service could support another, with his permission.

The experience

01. Guided healthcare enrollment

Ajay begins with an overview of the enrollment process, including required documents, expected steps, and eligibility questions.

Design consideration: Help users understand the process before asking them to begin.

02. Reusing information with consent

Instead of entering information already stored in Citizen Wallet, Ajay can choose to reuse his verified personal details.

He reviews the information and provides any additional documentation required.

Design consideration: Reduce repetitive data entry while keeping users in control of their information.

03. Exploring coverage and submitting an application

Ajay compares public and private insurance options, selects a provider, reviews the terms, and chooses a stored payment method.

Design consideration: Make coverage options, costs, and payment obligations understandable before submission.

04. Receiving his digital health credential

After approval, Ajay receives a notification confirming his coverage.

His digital health insurance credential becomes available in Citizen Wallet.

Design consideration: Provide a clear transition from application approval to using the benefit.

05. Verifying coverage at the pharmacy

At the pharmacy, Ajay uses his digital health credential to confirm coverage through a QR-based interaction.

He reviews the information being shared and authorizes verification.

Design consideration: Make sensitive information sharing transparent and consent-based.

06. Completing the payment

After coverage verification, Ajay uses a stored payment credential to complete the purchase.

Design consideration: Connect insurance verification and payment without making the citizen switch between disconnected experiences.

Designing for trust and simplicity

Three principles shaped the experience:

• Reduce repetition: Reuse verified information with permission.

• Make consent visible: Give citizens control over information sharing.

• Connect services: Create continuity between enrollment, credentials, and payments.

These principles helped translate complex healthcare interactions into a more approachable digital journey.

From journey mapping to experience design

I translated the healthcare service requirements into connected user journeys and interface concepts, illustrating how Citizen Wallet could support enrollment, credential issuance, pharmacy verification, and payment.

The screens helped make the proposed experience tangible and support discussions about service integration, identity, consent, and payment capabilities.

The outcome

Making healthcare experiences more connected

The proposed experience demonstrated how verified identity, consent-based information sharing, digital credentials, and payments could work together across different healthcare interactions.

By following Ajay from enrollment to pharmacy payment, the work illustrated opportunities to reduce repetitive processes while giving citizens more control over their information.