Group Claims

As this project is internal, I’m not able to share my work publicly. Please reach out to me to learn more about my process.

For six months, I worked with the Group Claims team on a new portal for internal group claims employees. As a Product Designer, I collaborated closely with Program Managers, Design Strategists, UX Designers, Case (and leave) Managers, Team Leaders and Medical Personnel throughout the design process to deliver the end to end experience of the claims portal which was released in 2021.

PROJECT PREVIEW

Here’s a little preview of my work. I worked alongside the design thinking director, a senior design strategist, and a user experience designer.

Initial research

I attended an initial meeting with key stakeholders to discuss the requirements and establish key roles and definitions that would be important to know over the course of the project. Group claims can be super confusing so I kept a document of all of the definitions close to me at all times, which turned out to be really helpful! I led the user research and testing for this project. I set up virtual 1:1s with individuals who would use the technology we were creating and created a script which I followed to ask them questions about their job, daily tasks, frustrations, and more. We also went into the office and observed individuals while they were working to get more context.

Workshop

Prior to the workshop we took the initial feedback and created a journey map of the current state with pain points and areas for improvement. We held a 3-day workshop with key stakeholders that involved stakeholder consensus on the journey map, identifying requirements, creating personas, prioritizing tasks using a matrix, storyboarding, sketching, whiteboarding and wireframing. This workshop helped us identify what was important, how the current system works, and what we needed to do next to design a great product.

Wireframing

After the workshop we created a new current state journey map based on the feedback as well as an ideal future state journey map. Once we had a clear understanding of the future state, we took all of the documents that we had collected from the workshop and started creating low fidelity wireframes with pen and paper. Once we had done some rough paper prototypes and tested them on a few employees, we moved on to create medium fidelity prototypes using Adobe XD.

Final Research, Testing, & Analysis

I led the user research, testing and analysis. Again, I scheduled 1:1s with the individuals who would be using our technology and used a script to guide the interviews. We had two versions of the prototypes, so we split the group into two. After each task the user would complete a short questionnaire in Qualtrics. I used Qualtrics for the analysis and wrote up a UX Report to hand off to the UX/UI & Front-end team who took our research, designs, and feedback to iterate and develop further.