Problem
This project updated an old electronic billing system that had confusing navigation, difficult onboarding, and was mainly built for developers. Business partners wanted to keep the existing data structure, which restricted early redesigns. I led the effort to gather user experience needs with engineers and analysts, pushing for significant system changes.
My role
Experience designer- discovery, user research, design, prototyping, animation, testing
Team
Sandeep k, Product Manager
Shayna E, Project Manager
Hector L, Eng Lead
Melia M, Business Analyst
Context
The member enrollment system was a retail billing tool that sent information to EnrollPoint. The aim was to phase out this system and distribute its tasks among four other platforms. During this shift, our team sought to restructure the data and create advanced features for smoother enrollment. Currently, enrolling members, adding dependents, and tracking changes during onboarding is difficult. Agents can make changes, but if they forget any information, they are taken back to the home screen and lose their data. Users have long requested a redesign of EnrollPoint. Business members often implement quick fixes for issues without considering their impact on the overall system.
Research & Discovery
A couple of main features would come into the redesign for this project included:
Identifying current site architecture and interactions.
Learning through stakeholders the root of current problems.
Research
An extensive study of the platform showed me that EnrollPoint was lagging in similar applications in almost every aspect. Previous stakeholders had settled for adding new components over the years instead of improving current processes. Through stakeholder interviews and agent surveys it became obvious, there were
massive pain points in EnrollPoint.
Very few features on the landing screen/dashboard
Crucial content is hidden beneath utility menus
Navigation was deep and complex
Notifications felt detached from the design system
Too much back and forth in workflows
Opportunity
The project was important because it was one of the most complained about systems in the companies toolset, but it would bring tremendous value to the business. We saw EnrollPoint core redesign and related features as a way to improve agent productivity, keep users (members) happy, and cut down on stakeholder interaction with agents. The opportunity for EnrollPoint was specific: make enrollment lightweight and simple, yet intuitive. EnrollPoint users had a particular system they were familiar using, and our goal was to make the next iterative step feel natural to them. We would prioritize a few key features to make our efforts valuable and feasible. Our vision was to make EnrollPoint dynamic and learnable.
Intuitive and simple navigation to create efficient and practical work.
Purposeful and dynamic space to quickly see processes and goals for agents and help them stay focused on daily tasks.
Meaningful and relevant notifications to help users stay informed and up to date on any recent activity of the members they oversaw.
Backtracking eliminated to make onboarding processes seamless.
Initially, I explored a few different ways navigation could improve the core system. Something we needed to consider was removing the breadcrumb approach that had been used as a way to get back to previous screens. We wanted to backtrack to be minimal from a systems approach and removed it entirely.
Exploration and Iteration
I really wanted to try to push for a more simplistic approach to how we stored the navigation. We wanted users to be able to go through a process without having to think so much. So we put navigation on screens where users will expect to interact With the systems.
Second visit
Concerning Space
Space was something we really need to take a hard look at to make sure it was being used correctly. Previously space had been used absolutely minimally. The application needs to be refocused around power users. We worked as a team to figure out what sections would be reorganized or combined with this in mind. There was also a huge backlog of features that needed to be weaved into the system.
Time-stamping Data
One of the more complex problems we encountered during the redesign Was a time-stamp data process. The purpose was to lets agents re-date crucial health activity dates. Data had to be aligned and in chronological order. Content such As names, classifications, plans, and statuses had to be aligned grouped very close.
I had around 50 different variations of the timestamp model. Every component had a lot of different approaches to the problem. I began with lo-fi Sketches to get rough ideas on paper prior to jumping into any design programs.
This feature took weeks to be ironed out. This was a huge pain point for our business team. Making this process intuitive and easy was something our whole team was pushing for.
Chosen Solution
Outcomes
EnrollPoint launched in April 2020 during the Covid Pandemic. It was a significant project at Florida Blue, where I collaborated with various stakeholders to improve a large company's product. Over the next six months, we developed business tools to enhance EnrollPoint's usability. Changing requirements sometimes shifted our timelines and focus, but our team adapted and met tight deadlines.
We defined our Minimum Viable Product (MVP) early to ensure good results, achieving about 90% of our goals. Although not all proposed features were approved, we worked hard to support the essential ones.