TOOLS
Figma, Orchestly
DURATION
6 Months
MY ROLE
UX Design, User Research
PFI - Insurance Management Panel UX Design
Agents at PFI are responsible for managing a substantial number of insurance plans. The effectiveness of their work heavily depends on the management panel, which handles a significant amount of client data.
NO. OF MANUAL INPUT (Reduced)
60%
EDGE CASES RESOLVED
7-8
Together with a Product Manager, I improved the efficiency of PFI's management panel in two ways:
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I distinguished between the Happy Path and Edge Cases for all user journeys, focusing on improving the flow of the Happy Path while addressing and resolving any issues that may arise in the Edge Cases.;
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I proposed and designed several UX improvements in terms of functionality, limiting future Edge Cases in an effective way.
A 10-second summary in case you're in a hurry
The Problem: The current Insurance Plan Management Panel is not strong enough (function-wise) to accommodate numerous special cases in agents' day-to-day life.
Design Brief - The Challenge
Problem Statement
Q: What did I manage to find out?
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The majority of agents typically follow a smooth "Happy Path" in their daily work without any issues. However, in roughly one-fourth of the cases, unexpected situations arise. These scenarios require agents to invest significant manual labour and time to rectify.
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Some information was found to be required much more frequently than others, such as basic client info. Certain actions were duplicated due to a poorly organised backend database, causing potential frustration for users.
First and foremost, to tackle the complex problem at hand, I embarked on understanding the precise workflow followed by PFI agents in handling insurance plans. I engaged in detailed discussions with two agents, meticulously capturing their insights and translating them into a comprehensive User Flow Map.
Confirming a Clear User Workflow
UX Research
Wireframe (Hand Draw)
Building on those insights, I created wireframes of my design to demonstrate my proposed solutions. I utilised different colours to distinguish different actions. For example, red highlights frequently accessed information that should occupy a prominent screen space, and green indicates actions and verifications that should not be repeated to prevent duplication.
Wireframe (Figma)
To streamline the design process and enhance efficiency, I utilised the Ant Design elements for the entire UI design of the management panel. Starting from the validated hand-drawn wireframes, I translated my design ideas into detailed wireframes using Figma, leveraging the comprehensive component library provided by Ant Design. This approach allowed for consistent design implementation and expedited the creation of a cohesive and user-friendly interface.
There were 225 screens in total. Below is just a quick showcase of the wireframe design.
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Insurance Claim Detail
Another significant improvement was giving claims and settlement details their individual pages. As these pages often contain a large amount of dry data, visualisations such as line charts that display changes over time were utilised to ease the burden on agents and allow them to quickly understand complex numbers without manual calculations.
I noticed that the Customer Service team, who work separately from the agents, possess a wealth of knowledge about customer pain points due to their daily troubleshooting interactions. Recognising the value of their insights, I facilitated collaborative sessions involving the Customer Service team, business heads, and agents to review the entire workflow.
This inclusive approach not only ensured confirmation of the flow but also provided valuable feedback and suggestions from the Customer Service team's unique perspective.
Involving Customer Service Team in the Flow
Sketching the Flow with Stakeholders
"Happy Path" refers to the ideal or most common user flow through a system or application. It represents the smooth and expected user journey without encountering any errors or exceptions.
On the other hand, "Edge Cases" refer to less common or unexpected scenarios that deviate from the typical user flow. These are situations where users may encounter errors, exceptions, or unique circumstances that require special consideration
After a thorough review of PFI's agent's workflow, I listed out all the "Edge Cases" encountered by agents at work. With the success of "Happy Path" in mind, l proposed design solutions for resolving all the cases that scream for UX improvement.
Happy Path vs Edge Cases
Synthesising UX Research into Design Ideation
Client Information
In the updated design, the most often required information - Client Information - was given an unchanging screen space throughout the user journey. The information was divided into widgets for ease of managing, with key Info displayed prominently at the top level for convenience, and details readily accessible with one click when necessary.
