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.
ROLE
Senior UX Designer
Requirement Gathering, Concepting, Design, Prototyping, QA
DURATION
Jan 2019 - Dec 2019
THE DREAM TEAM
Visual Designer - Allie Tierney
UX Researcher - Emily Sogn
Copywriter - Natalia Lavric
Design Lead - Alex Wilcox Cheek
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.
Result.
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.
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.
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.
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 and get team alignment before moving forward.
Encouraging Team Collaboration
I find it helpful to upload work in progress and encourage the product team to ask questions, clarify business needs, and take part in the design process.
INVISION CHICKEN POX ATTACK
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 on a case, he sees a detailed view
that help to scan the information and take 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.
UNDERSTANDING THE ADMIN WORKFLOW
DASHBOARD DATA REQUIREMENTS
Started a collaborated design exploration.
we contacted our users and worked very closely with them in the process. We invited them to work sessions, asked questions regarding their daily work, and presented them with different data visualization options.
Reached a 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.
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 to 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.
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.
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 a mega-filter drawer design.
DESIGN EXPLORATIONS
END RESULT
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.”
— Tony, a Processor