A re-designed workflow experience for a centralized insurance repository system
RESEARCH | PRODUCT STRATEGY & DESIGN
User Flows
It was important to map out how users interact with the main features and sections on the platform, focusing on what they need most. This process was crucial, and it also allowed us to brainstorm more ideas with the administrative team.
Activity Chart
This phase helped us understand the daily activities across the user criteria while accessing each of the features. We drilled down the tasks and metrics in practice to prioritize the high severity ones.
Experience Mapping [KPI & KRA]
Throughout our ideation, we followed a bunch of process encompassing all the key features that helps the users to perform their functions easily on daily basis.
While our ultimate solution targeted Level 3 (Admin/Operations Head) for the phase 1, we wanted to ensure the smooth operation of the user criteria hierarchy is essential, guaranteeing seamless information and access transfer from Level 0 (Team members) to Level 2 (Team Leads) and ultimately to Level 3 (Admin/Operations Heads).
This streamlined process will naturally enhance the functionality of the portal.
KEY TAKEAWAYS
Our final approach was to understand and define the business objectives by identifying key performance indicators (KPIs) and strategic goals that the portal should contribute to or support.
We developed a centralized system that enables the teams within CAMSRep as an Insurance Repository licensed by the IRDAI of India, throughout their entire ecosystem to easily access its functions and processes. The initial version of the product served as a scaled-up MVP for the operations admin portal reducing the dependencies of manual observation and successfully met the objective of achieving the metric(s) better.
PROJECT IN A NUTSHELL
The stand-alone admin console lacked to encompass all the insurance repository operations taking place across internal teams, customers, insurers and financers.
How can we facilitate these operations and create an interface that integrates stakeholders, thereby functioning as a comprehensive solution for all processes?
PROBLEM STATEMENT
Improved real-time data-driven dashboards and collaboration features in the web interface to boost efficiency, leading to a 15% enhancement in streamlining processes by gradually reducing queries and improving internal team management.
OUTCOME
Design Lead, Project Manager, 1 UX Designer
July - Oct 2023
COLLABORATION & TIMELINE
I worked on the web experience for the product, revamping key features like personalized dashboards for reports, team management, task organization, billing, and channel-level transactions to better accommodate the needs of onboarded teams.
MY ROLE
INITIAL RESEARCH & UNDERSTANDING THE USERS
To draw out and identify the main features using a whiteboard.Subsequently, we commenced discussions with IIT interns to gather research data on diverse banking services.
Structuring the product
No X without Y as a design solution
We followed this approach where X can only be true if Y is true. It implies that Y is a necessary condition for X
design goals
SOLUTION
Goal 2 : Monitoring vs Doing
For the L1 role we have created a widget based dashboard for easy overview to give them a bigger picture.
Whereas, we’ve proposed that the L3 employees will land on a workspace with a list of tasks for the day so they can zone in and focus on completing tasks.
design Solution
We implemented a widget-based dashboard workspace for team leads and admins, focusing on arranging key tasks and activities in order of priority within the interface hierarchy.
Goal 4 : Modularity + scalability
The widgets in the dashboard can be rearranged based on priority. We have also introduced a control panel for seamless access control across teams so employees can be designated tasks based on workload.
The side navigation was introduced keeping in mind that each user will have access to different modules and more modules can be added as we scale.
design Solution
The operations team can manage tasks by assigning, reassigning, and modifying access permissions as needed. This approach has reduced the time spent monitoring each team member and ensures tasks are completed on time.
Goal 3 : Profile Integration
We have introduced a standard user profile mapped to every e- Insurance Account and that will remain consistent across channels . This profile will display complete history with open tickets, service requests etc in addition to policy and personal details.
Additionally helps in integrating the user’s interactions with all channels.
design Solution
With just a customer's e-insurance ID, anyone on the team can access their account and policy details, as well as updated service requests. This significantly improved the system by reducing resolution times.
Goal 1 : Role based customization
In the current interface the unit leader (L1), Manager (L2) and the employee carrying out the tasks (L3) have the same interface.
We noticed that each level had different responsibilities and we wanted to help the user prioritize that.
design Solution
By organizing menu items into similar groups, we optimized the layout to highlight key focus areas, tailoring them to specific user criteria.
This made the engineering framework adaptable, allowing for customization of the menu structure based on user needs.
01
Role based customization
02
Monitoring vs Doing
03
Profile Integration
04
Modularity + scalability
Operations Head/Administrator
about Employee Access Control
Operations Manager
about Service Requests Traffic
All the Primary Stakeholders
about Proper Information Flow
Operations Head/Administrator
about Policy Holder Profile Access Control
We conducted user interviews with the operations and team head to better understand their roles and responsibilities. As we progressed with the interview sessions, We could see the gaps in their working model.
How did we go about it
Several workflows and experiences in the existing product scored very low as per our benchmarking.
1
We strategically placed the COO alongside Admin as our main persona to drive growth through intentional decision-making.
2
We planned for an end-to-end structural and usability refresh to address dated product upgrades.
3
Lenis
Doris
(Client - Operations Team Head)
(Internal - Project Lead)
The revamped interface was well received by the operations team who commented that the interactions were much more intuitive and easy to learn.
3 out of 8 team members where able to easily access and perform tasks.
IMPACT
“...increased usability, reduced friction, and made the experience more intuitive”
“...Your patience, expertise and unwavering commitment have been the backbone of the successful closure of the CAMS project”
FEEDBACK & ACCOLADES
All interfaces on this page are representations of the final interface since my actual deliverables are under NDA.
Highlights of the final experience
While our ultimate solution targeted Level 3 (Admin/Operations Head) for the phase 1, we wanted to ensure the smooth operation of the user criteria hierarchy is essential, guaranteeing seamless information and access transfer from Level 0 (Team members) to Level 2 (Team Leads) and ultimately to Level 3 (Admin/Operations Heads).This streamlined process will naturally enhance the functionality of the portal.
No X without Y as a design solution
We followed this approach where X can only be true if Y is true. It implies that Y is a necessary condition for X
Goal 1 : Role based customization
In the current interface the unit leader (L1), Manager (L2) and the employee carrying out the tasks (L3) have the same interface.
We noticed that each level had different responsibilities and we wanted to help the user prioritize that.
design Solution
By organizing menu items into similar groups, we optimized the layout to highlight key focus areas, tailoring them to specific user criteria.
This made the engineering framework adaptable, allowing for customization of the menu structure based on user needs.
Aligning a committee of a dozen stakeholders
To summarize,
There were multiple stakeholders involved who had major roles and responsibilities for each.
The streamlined flow has multiple entry points and the processing happens via the to <-> fro connectors between the stakeholders’ system.
The upcoming phases of the product should be functional enough to contribute to the ecosystem.
The administrator console has “Operations head” as the key persona responsible for monitoring both manual and automated operational processes.
THE USERS OF THE SYSTEM
I created a detailed documentation of the interactions. The documentation also defined the cases and exceptions to be handled. This helped the visual designers and developers translate the design into code.
Implementation and Validation
Creating a streamlined workflow for a large organization was challenging due to the need to synthesize real-time data and strategically validate design objectives in a highly iterative process.
WHAT I LEARNED
Streamlined Role Optimization
Seamless Integration Success
I assisted the operations head and their management team in streamlining roles within the insurance repository organization. By consolidating and grouping similar features, we optimized and enhanced product performance across the organization.
This system was seamlessly integrated with the upcoming front-end customer portal mobile app, enhancing overall operational efficiency and user experience.