I designed a webtop and mobile interface to consolidate several existing channels into single funnel for existing online services platform.
View designs1) Encourage adoption of this new platform
2) Decrease time to claim decision and effort to adjudicate claims
3) Develop the first, mobile first, native app within WSIB
As the UX Designer I was in charge of:
1) Evaluating current processes against market competitors.
2) Running and designing workshops to further understand hypothesis and assumptions.
3) Analyzing user testing results and iterating through various wireframes and prototypes.
There were several challenges unique to this project which meant I had to take a different approach to research.
Complex automation rulesets in existing systems prevented any major changes.
Restrictions in changing and removing required fields due to business processes and scope.
Limited access to users and their data due to privacy concerns.
Here were the 3 types of workshops we decided to run to understand the problem space.
Common themes and pain points were identified from different internal stakeholders
Past claim data provided me a initial base for card sorting and pin pointed me to problematic areas in the form
Running interviews allowed us to understand when questions were too complex and unclear
Here is the summary of an internal usability audit, internal stakeholder interviews, and, and external user interviews.
Caused users to guess what was the right answer which created a lot of discomfort on a legal binding document.
Options felt all the same to the users, creating additional cognitive load on top of choice overload.
Multiple repeating sections asking for the same information in different forms caused users to start to lose trust.
Submission process forced users to complete the form in one go and in a specific order.
Here were the following key steps we took before we could ideate and implement the final design
It took 30 minutes just to finish the introduction
Consult business in further simplification of form, creation of an initial onboarding flow that can be done within minutes.
Two individual questions caused the highest task failure rates
Conduct additional card sorting exercises to understand how external WSIB users would navigate and find items.
Users didn't understand what happened after submission
Create a brand new 3 step wizard status indicator, as well as improving the final confirmation screen to explain next steps.
Here are some of the key highlights of my final design
• Providing explanations and expectations of what information WSIB is looking for and why
• Getting to the bottom of what the business required, reducing choice overload and simplifying the necessary steps needed.
• Encouraging users to create an account through different behavioral nudges.
Key recommended steps to complete the project for a successful launch.
Develop clear understanding of key goals to create nudges to optimize the user flow.
The root cause of navigation problems was the misalignment of mental models of internal WSIB vs external users.
The form was designed to be modular, by going ahead and scaling slowly module by module, we can create more room for testing and iterations.
Here were some of the key learnings I had from completing this project
• Allow for full validation and understanding of critical hypothesis and design decisions.
• Increase ability to bounce back from failure and usability testing results.
• More visual progress and results for key stakeholders.
• IT can be the strongest champion and advocate for UX if aligned.
• Once aligned, it allows for prioritization of critical UX features and feels like the team is "speaking the same language".