YAP MAY HON

About the project
As the largest insurance company and the leading employee benefit provider, Great Eastern receives an overwhelming amount of claims and inquiries. For all that time, this service was mostly handled by third party healthcare platforms to ease internal operations work. However now in this digital world, due to the lack of direct connection with our corporate clients, we’re losing valuable data which could be used to learn and improve our services.

This project came before the pandemic but when I joined 2 months after lockdown, I realised that the timeline had not adjusted to the situation and it was crucial that I quickly understood the business to provide a working solution . My role in this project was to create a Dashboard for corporate HR managers and brokers to better track their company(s) insurance activities.

The brief
As time is not on my side, I had a quick brief and knowledge transfer of the project and the industry trends via Zoom from my Customer Experience Manager. From her experience in building similar product in previous companies, I gathered a list of MVP features which we could focus on for the first phase of the release:
- provide dashboard analytics to provide latest updates on each company’s insurance activities
- provide all basic information regarding policy so HR/Broker can view without flipping through thick amounts of papers
- allow HR to edit/update member information online
- show all claims so HR/Brokers can quickly search and follow up depending on their status
- show all pending payments so HR/Brokers can view to follow up
- include a report generator so HR/Broker can generate by themselves instantly

Market and design research
To better understand how to design for a dashboard, I analysed a few examples from various companies (Eg. Oracle, Google, SAP etc..). I also searched on data visualisation, filter and search functions to ensure the information on our HR portal would be easy to view.

User interview
Using mid-high fidelity screens, I scheduled interviews with several HR managers to gain feedback and included the project team to listen in.

My objective for this interview was to:
- learn if our assumptions and theories on the basic needs are met
- assess which feature and what needs to be further enhanced to satisfy our clients
- test if the data visualisations designs are easily understood
- understand which areas they might have difficulty proceeding in the digital process

In between interviews, I adjusted the designs slightly to improve the weak features and asked the next user to compare the old and new design to understand if such enhancements were either really helpful, nice to have or not necessary.

Personas
From the interview and the knowledge sharing by the Customer Experience team, I identified three different types of clients:

Design process
My focus was to organise the content architecture as this portal will host a numerous amount of data coming in and out everyday. The navigation highlighted the category of transaction our clients can perform and the layout showed the hierarchy of which items are more important.

(Eg. Switching between companies place a higher hierarchy that switching between policies as Brokers or companies with multiple businesses. They will need to select a company to view before selecting their policies as the type of policies can differ between the company, their members and their dependants etc.. )

Design & Tools
Sketch, Miro, Photoshop & Zeplin

Project update:
As of to date, this project is still in it’s UAT stage.