Claims & Consumer Analytics
Problem
Admin level management and customer onboarding is a long process and involved valuable engineering time. Customers also had no way to self manage their own accounts and configurations, leading to constant support requests.
Research
We talked to internal users and stakeholders to identify the current workflows and researched other account management and license management solutions. Understanding how tasks were being performed outside the app helped us understand the pain points, so we could provide a better experience.
Teamwork
I worked across the entire Product, Support, and Engineering teams to gather requirements and current users and eventual users of the features. This was the largest cross team collaboration I had participated in to date.
Takeaways
A strong focus on sticking to a MVP and mitigating scope creep should be addressed early and often. Presenting designs that look too polished cause people to be less willing to critique and not focus on the work flows, which leads to missing out on early feedback that can cause frequent reworks.
Outcomes
We created standard account and user management features that removed the need for engineering involvement and cut onboarding time from 2 weeks to 10 minutes.
Enterprise License Management
A useable licensing workflow that allowed admins to create, edit, and view current licenses without needing an engineering resource. The next iteration optimized the movement through the workflow more elegantly, allowing users to find and edit license information faster than before.
Account & User Management
Create a standard account feature that allowed for basic account details, provider data configurations, user management, and some minor customization settings. This was previously all handled by an engineer, so this enabled any internal resource to stand up a basic account.
Massive Multi Select - Problem
Selecting attributes from a multi-select dropdown resulted in lots of time spent hunting through a overwhelming list. While the list was grouped, the groups were not visible until scrolling past them. And trying to review selections was easily scannable or grouped.
Massive Multi Select - Solution
A new component was created that made it easier for users to find and review selections from a large list without having to hunt through a dropdown or sift through an endless sea of selections formatted as chips.
Multi Organization Membership - Work Flows
Users needed access to multiple organizations and wanted to switch between them with ease. Today a user must have separate users and logins for each organization.
Business and technical requirements informed the User Flows for all roles, mapping out all possible journeys and exposing some unexpected edge cases. Reviewing the flows with the team further helped flesh out technical limitations not documented. This feature also had us rethink how we views users in the application. Users were no longer tied to an organization, their connection was now through their membership. So previous user actions were now split between a user and a member.
Multi Organization Membership - Wire Frames
Wire Frames were then designed and setup as a working prototype using Figma Make (AI tool) to further gather feedback from the team as well as our Customer Support team.
By reviewing design iterations with users we reduced the amount of back and forth with engineering once development had begin, which had been common in the past.
Multi Organization Membership - High Fidelity
High fidelity designs were created and a working prototype using Figma Make (AI tool) to further gather internal feedback led to adjustments. The clickable prototype provided clarity on animation expectations to the UI developers.
One problem I ran into was the account switching dropdown. A requirement was to always have this information visible in the UI, but my original designs had this in the profile menu. When collapsed this hid which organization the user is currently viewing. This lead us to adding a section at the top of every page to display information and dropdown.