CONTEXT
Management and movement of health plans’ configuration was a very complex process that require many manual steps as well as numerous people and functions to be coordinated. Ultimately the business persona couldn’t perform this function by themselves and require expensive technical expertise. The process was also fraught to many errors and was very time consuming.
“Promotion Cycle is taking sometimes 32 business days! Since things are happening in a black box I am not able to ascertain the business impact of the configuration move… Command-line tool is too technical for me. I am depend on a technical person who can work command-line tool for me….”
– Business Analyst
MY ROLE
Head of Experience Design. My role on this project was to create UX vision and strategy. I selected Lean UX approach, lead Design Sprints for ideation and brainstorming, created vision prototype, user personas and UX journeys, wireframes and clickable prototypes.
- Project briefing
- Stakeholder interviews
- Vision and Strategy
- Selected approach – Lean UX
- Facilitate Design Sprints
- User interviews
- User flow
- Inspiration
- Vision prototype
PROJECT CHALLENGES AND CONSTRAINS
- Client-facing
- First product I built at the company as I recently jointed
- Building trust, internal relationships and credibility internally
- Product Manager transitioning career
- Very fast pace
- Tight timeline and budget
- Ambiguity
- Highly complex technical domain
- Unique model, no competitive product
- No established UX processes
- No established Design System
- Scaling up team during the process
DELIVERABLES
- Generative research
- Interviews reports
- “As Is” User Journey
- Persona
- Empathy Map
- “To Be” User Journey
- Vision Prototype
- User stories
- Style guide
METRICS
- Time on Task
- Cost reduction
- Number of errors
- SUS
APPROACH
