nwm-3

Optimizing the Processing Experience

Dozens of staff, nurses, and underwriters review and process insurance applications in Franklin, Wisconsin. They shuffle through PDFs, printed submissions, and antiquated software.

Dashboard Mockup2

Overview

Background
The Applications Input team in charge of receiving all applications from the field and inputting them into the system, making sure the application is ready to be processed by the underwriters. Their current platform was created decades ago and requires many manual workarounds.

Process
We shadowed the team, understood there are 2 key users, the processor, and the admin, their current needs and designed a new system that fits each one's optimal workflow.

Outcome
The new process allowed the processors to work through all cases seamlessly and allowed the admins to navigate their team better and lead them to better results.

Role
Senior UX Designer

Requirement Gathering, Concepting, Design, Prototyping, QA

Duration
Jan 2019 - Current

The Dream Team
Visual Designer - Allie Tierney
UX Researcher - Emily Sogn 
Copywriter - Natalia Lavric
Design Lead - Alex Wilcox Cheek

Duration

Observation Discovery


We shadowed both App Input Admins and processors and recorded as they performed their daily tasks. Their current tools are manual, were created decades ago and do not fit their work needs.

Currently tracking work using a spreadsheet

Screen Shot 2019-06-14 at 11.02.36 AM

Current Worklist

image003

Optimal User Flow


Mapping the current user-flow, identifying pain points, and design opportunities, helped us later create the optimal flow we should design for.

Processor User Flow
Optimal Processor user journey

Information Architecture


I like using sticky-notes to organize and determine the hierarchy and layout of the main components on the page. Digitizing it helps to bring more details in, make it available to product and get the team on board before moving forward. 

Worklist Admin IA
Worklist IA
Task IA
Worklist processor IA
Task Details IA

Encouraging Team Collaboration


I find it helpful to upload work in progress and encourage the product team to ask questions, clarify business needs and be involved as possible in the design process.

Invision chicken pox attack

Screen Shot 2019-02-07 at 1.27.06 PM

Designing the Processor Flow


Worklist

Gathers all the team's daily work, showcase all cases
that need to be worked on with search and filter capabilities.

Case Details

Once a user starts working a case he gets into a detailed view
where he scans the information and takes an action.

Introducing an Admin Dashboard


The current software does not support admin needs. We added a dashboard for the admin to track the incoming work and prioritize the team's work.

Undarstanding the Admin workflow

Admin work flow

Dashboard Data Requirements

requirements

Started with a very linear exploration

We used filtering capability for the user to easily select and view all the data points.

Dashboard explorations1

Then the real design exploration began 

So we contacted a few of our users and worked very closely with them in the process. We invited them to our work sessions, asked questions regarding their daily work and presented them with different data visualization options.

Section 1 - NIGO Cases

NIGO Cases

Section 2 - Open Cases

Open Cases

Section 3 - Cases Recieved

Cases Recieved

Section 4 - Completed Cases

Completed Cases

Finalizing the Dashboard Layout

After working with product and Admins users to make sure all the functionality and user needs have been met, we assembled the different sections into one dashboard view layout.

Dashboard V5

We had to simplify our design due to timeline restraints

Right before handing off the wireframes to our visual designer, the product and dev teams came into a conclusion they won't be able to build this in time for our pilot launch. We were asked to design a simpler version of the dashboard, so we took everything we learned in the process and delivered an easier design to build.

Dashboard – Simple version

Prioritizing the Team's Incoming Work 


If today the Admins send out an email- in our new system, they will have a dedicated space to filter work online, that impact the team's worklist live.

The design is reflexive and responds to the user's actions.

Work filter default
Work filter 2
Work filter end

Mega-Filter Capability


Admin needs the capability to filter thoroughly in the Worklist view. At the same time, we wanted the processor, that has the same view, won't have any distractions on the page. After many explorations and technical discussions, we ended up with mega-filter drawer design.  

Design Explorations

end result

The pilot went live to 90 users in July 2019.
The processors reported a smoother workflow, higher level of efficiency, and improvement in team transparency. The admins praised the ability to track the work and manage their team from one place: "It brought up the productivity level and we are completing our daily workload much faster".

The pilot went live to 90 users in July 2019.
The processors reported a smoother workflow, higher level of efficiency, and improvement in team transparency. The admins praised the ability to track the work and manage their team from one place: "It brought up the productivity level and we are completing our daily workload much faster".

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