Internal Application for Insurance Claims Engagement
Overview
An internal SAFe Agile team was previously established and working on this application. With the application well underway and development beginning work, I identified where we needed to close the gap in understanding so that users would be satisfied with the application while meeting the business and tech goals. I set up and established a UX roadmap to help guide goals and objectives for this quick 10-week engagement.
Problem Statement
With product development underway, it was evident from usability testing that the application was not meeting end-user needs. Conducting further user research was needed to help determine the next steps in the product roadmap.
UX Process
With the application well underway and development beginning work, I identified where we needed to close the gap in understanding so that users would be satisfied with the application while meeting the business and tech goals. Working closely with the internal business analyst, I was able to make recommendations on the next steps for the prototype testing for a menu within the application through a card sorting exercise in Optimal Workshop. This allowed us to understand how users would categorize the information within the application to make it easier for them to use.
I also facilitated seven interviews to validate user journey maps, assisted with the prototype interviews and analysis, and helped guide an associate UX designer within the insurance organization on the next steps for the project. I set up, facilitated, and analyzed the user journey map and service blueprint workshops. I also created a UX measurement plan and a system usability survey to be sent out for the current state of the application.
Outcome
I provided findings and recommendations on the next steps to improve the user experience while helping to shape the product roadmap. Establishing a measurement plan at this stage in development would allow the business to understand if KPIs and OKRs are being met after the release of MVP.
Roles and Responsibilities
I was the Lead UX Designer for this engagement. I worked with an internal SAFe Agile team to continue the work that a full-time employee had started. I did a quick knowledge transfer with the full-time employee prior to them leaving the company. The environment was tense with a strained relationship between business and tech. I navigated the bureaucracy within the insurance organization to help smooth out ruffled feathers by gaining quick insights into power holders and “yes men” within the team. I set up and established a roadmap to help guide goals and objectives for this quick 10-week engagement.
Client Feedback
"Beth joined the Claims SSI project at a particularly turbulent time. The Product Design Lead on the project was leaving and she was replacing another contractor after a week of engagement. Through conversations with the stakeholders, quick onboarding, and a solid statement of work for the project; she was able to put the business at ease and make sure the scope stayed on track. She has been a fantastic addition to the team and I look forward to working with her."
Promotion from Insurance Client to UX Architect - Promotion on the employer side as a result of June 2022
UX Activities and Deliverables
• 7 Underwriter Interviews to validate their User Journey Map
• I helped to guide Business Analysts through the next steps for testing a menu prototype by recommending a card sort exercise through Optimal Workshop to gain insights into how end users will categorize information
• Participated in prototype interviews to assist, if needed, and capture notes for the facilitation team
• Helped to mend relationships between the tech and business sides of the team
• Started a backlog of items to capture additional needs
• Mentored an Associate UX Designer within an insurance organization on the next steps for projects she was working on, shared knowledge and resources to help her learn and grow as a UX professional
• Managed the setup for User Journey Workshops and Service Blueprint Workshops
• Pulled together a facilitation team to assist with workshop facilitation for two breakout rooms
• Facilitated the overall workshops to guide users on activities to complete to validate the two user journey maps and then the service blueprint
• Facilitation and analysis of chalkmark study for SSIs
• User validation studies organized, sent, and analyzed for SSIs (Claims and Services)
• Discovery work for SSI Event Storm
• Creation of UX Measurement plan for SSIs
• System Usability Scale and Perceived Difficulty Survey established for the team to send out later, SSIs·Successful roll off from SSI project onto Surety project
• Setting up and planning the SBP Future State workshop for the CSM role