Modernize it!
The Problem
The old claims processing platform was too costly. Separate code stacks had to be maintained for each customer.
The solution was to rebuild the product in a new platform (Pega Systems) that would be more cost efficient for engineering to maintain.
My directive was to create a new modern UX for the new platform and improve the workflows.
How I Did It
Identify the Problems and Goals
First, and always first, identify the true problem and fully understand it.
The problem was that insurance agents had to jump between various applications to help customers file and process claims. The workflows were cumbersome and did not support the natural conversation between the agent and the customer.
The second problem was customers could not easily file claims on-line. Almost every claim required interaction with an agent.
Thus, there were two main goals. First, create an app that enabled consumers to file claims without the help of an agent, and second, improve the application used by insurance agents who were helping customer file claims.
Layout the Plan
After identifying the problem and understanding the end goals from a business and end-user perspective, I developed a plan for creating the UX for the new platform.
The plan involved rapid prototyping, weekly user testing, and feeding designs into an agile development process.
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Execute the Plan
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I led the UX process from requirements analysis to creation of the design, to implementation of the design.
I ensured that the UX designs were vetted with Product Owners and tested with agents end users.
The Result
The new UX had more efficient workflows and displayed the right data at the right time in the UI allowing agents to work more efficiently and effectively.
The new platform was also more cost-effective to maintain.
The last kink that needed to be worked out was the performance to ensure the pages loaded as fast as possible.
