Telus Health - Insurance Solution
Role / UX/UI Designer
UX evaluation of the human resources platform's insurance enrollment tool. Conversion into UI elements, improved workflows, simplified actions, all developed using insights from UX research
My role
Optimizing the insurance solution for smoother and faster use within the information-saturated environment of a complex platform, while also addressing the needs of experienced users. Facilitating the integration of complex tasks into steps and enabling review. My responsibilities included leading the project as the liaison between different teams (stakeholders, developers, and test users), while also being responsible for the UI integration of the various learnings from our UX research.
The solution’s architecture must allow for seamless data entry that minimizes errors while optimizing navigation to reduce the number of clicks
Understanding the user via
research
Jean Dupont
AGE: 40 years old
EDUCATION: Master's degree in Industrial Relations
CITY: Montreal, QC, Canada
FAMILY: Married, two children
OCCUPATION: Insurance Agent
“Every day, I use the solution to enter sensitive data about participants. I would like the path I take to be instinctively the fastest and most efficient, especially during my client calls.”
Goals
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Perform complex data entry or correction tasks quickly without becoming a breeding ground for administrative errors due to back-and-forth movement between different sections of the solution.
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Mastering platform navigation and being able to automate actions as an experienced user
Frustrations
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The complexity of the workflows to be performed on the platform forces him to use constant detours, which lengthens the process and sometimes causes the loss of information.
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It is impossible to verify the data and apply corrections without repeating steps of the process.
Jean is a 40-year-old insurance agent who lives in Montreal with his wife and two children. He is assigned to administer insurance enrollment files for a private company and must repeatedly perform data entry and correction tasks for his clients' policyholders. He would like to ensure that there is no data loss or errors when using the solution, while also having the flexibility to navigate out of sequence depending on the context.
Workshop co-facilitation
A team of five pilot clients was brought together to co-create an empathy map and a prioritization matrix, and to outline clients’ interests, influences, goals, needs, expectations, motivations, and frustrations.
Goals
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Discover the typical user actions to optimize workflows by promoting the establishment of quick actions within the solution
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Understand overall behavior through non-linear navigation when entering and correcting sensitive data
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Determine users’ digital literacy in order to provide a product adapted to their level in a context of tool and action overload
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Identify all current frustrations raised by the platform
Resolution
Conducting the workshop allowed us to understand that several points confuse users in a standard, chronological workflow. This may be due to the ad hoc correction of data—including erroneous data—or simply the disorganized acquisition of information related to life events. Optimization should focus on establishing a flexible workflow that minimizes clicks, automates repetitive actions, simplifies data correction, and ultimately allows for a sequential hierarchy that optimizes the step-by-step updating and recording of data in a structured manner.
Research findings
The research carried out on the behavior of our users specifically, and supported by the understanding workshop, allowed us to target points of friction in the performance of several tasks and to specify the atypical conditions of the user environment.
The hypothesis
If users, such as Jean, can maneuver the platform flexibly and therefore non-chronologically by making sensitive data entries and adjustments quickly, efficiently and without errors or with the ability to easily correct them without data loss, then they will be able to optimize the creation of participating profiles of their clients, thus facilitating data processing and reducing administrative delays for the latter.
The Goal
The insurance enrollment solution is designed to enable users to seamlessly enter and update a participant’s administrative data. In doing so, their work has a direct impact on participants’ lives by minimizing the time required to create and process insurance policies.
The effectiveness of the solution can be measured by analyzing the number of participant profiles successfully processed and adjusted—without errors—within a given period of time.
Pain points
1. Product
There is no functionality supporting the concept of progression or a clear hierarchy in the completion of tasks
2. Support
The platform does not provide technical support or a help section to guide users and prevent dead-end situations
3. Process
The navigation encourages data loss, resets progress to zero, and creates detours through non-optimal workflows.
Context
Jean is an experienced user of administrative platforms who needs to efficiently enter and edit sensitive data, as creating participant profiles is his primary task and directly impacts participants’ lives. The platform’s flexibility therefore has a direct influence on his work performance, measured by the number of profiles he can successfully process per day.
User Journey Map
The journey illustrated below was designed to provide a comprehensive view of the user experience, inspired by our workshop and based on our persona, Jean, during his interactions with the former platform. Jean’s goal is to complete a participant profile by updating a status through the integration of a death certificate
