User Experience

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User Experience

Explorations

Contact

About Me

Resume

User Experience

Explorations

Contact

About Me

Resume

User Experience

Data Extraction & Mapping Software

Project Overview

The Product Database team currently handles benefit changes manually, consuming substantial time. We were tasked with a solution aimed at reducing labor hours, streamline this process, and improving efficiency

My Role

As a Senior UX Designer, I collaborated with stakeholders to define product strategy and design direction. I oversaw the end-to-end execution of the UX design process, managed junior designers, and ensured quality control.

Team

Design Manager - Chandrashekar Mehra

Senior Designer - Gnanaeshwar Srinivas

UX Designers - Rishobh Hota, Venkatesh Podili

Business Problem

At present, the task of renewing or changing benefits is manually handled by the Product Database team. This process, while functional, is labor-intensive and can consume a significant amount of time. The business team sees this as an area that can be improved for better efficiency and productivity. Their proposed solution is to develop a streamlined application specifically designed for this purpose. The primary aim of this application would be to reduce Full Time Equivalent (FTE) hours, thereby saving on labor costs and allowing the PD team to focus their efforts on other vital aspects of their work.

Problem Statement

Create an platform to improve efficiency, and reduce labor hours in mapping policy changes for application downstream

User Persona

Detailed User Flow

With a clear understanding of user flows, we can streamline multiple processes, reducing friction, and ensuring that users can achieve their goals with minimal effort.

Wireframes

Wireframing our solutions helps map out the hierarchy of functions and focus on capturing the service portal's core purposes. This enabled us to validate our preferred design direction with stakeholders.

Final Product

Systematic and intuitive data extraction

The new mapping software allows quick and easy extraction of all the data points from PDF documents. These processes previously needed to be done manually by the benefit coder and presented opportunities for errors. The new system uses an in-house developed AI screenreader to extract all the necessary information while also allowing benefit coders to edit and add variables in case of accidental omission by the AI.

Validate and compare extraction

The new feature enables users to compare data extracted from various documents side by side, allowing them to verify the information before moving forward. Users can also easily flag any discrepancies if values differ across different documents.

Quicker Variable mapping

Variable mapping is a crucial feature for success. Previously, benefit coders manually mapped each variable on an Excel sheet and waited for days for verification, if there were no errors.

The new feature allows benefit coders to automatically assign and map variables using a dropdown menu, which has over a 90% likelihood of matching the variables with the help of AI. This reduces the time for verification from 3 days to just 3 hours and significantly improves the accuracy of mapping.

Testing

Our key objective was to measure the usability of our solution through observing user interactions the following keys flows.

Data Extraction from Client intent letter and sales comments
Verify and validate consolidated data extraction. Raise Discrepancies in case of issues.
Data Variable Mapping flow

Shortcomings and Takeaways

Poor establishment of process guidelines from the onset

Claims management and variable mapping workflows are complex business processes with high stakes for potential failures. On my first project at the company, my eagerness to demonstrate my skills led me to overlook the importance of setting clear expectations with stakeholders, resulting in compromises to crucial design processes. I faced significant resistance when I attempted to implement the process changes later. This ultimately forced me to revert to the previous, flawed methods. This issue was proactively addressed in my later projects.

Poor Inital User Interview

One costly compromise we faced later was the poor quality of early user interviews. The product team restricted our access to users and provided us with limited and insufficient data. Their approach had multiple loopholes, the most significant being that the user data was inaccurate and based on numerous assumptions, significantly affecting the outcomes. Despite the project's overall successoject, several major issues were overlooked to meet critical deadlines and deliver a demo to the leadership. This oversight not only impacted the immediate quality of the deliverables but also set a precedent for the importance of thorough and accurate user data in future projects. Addressing these issues earlier could have enhanced the project's outcomes and provided better outcomes.

Key learning and Takeaways

Understanding and Setting expectations

File Pattern management system is a pretty complex domain. Solving problems of the domain required an depth understanding of the domain to begin with. More than not, stakeholders expect us to provide quick and easy solutions instantly that can be implemented with minimal effort.

It is then important to set expectations and be transparent about the design process from the start including our shortcomings when it came to being able to provide solutions instantly. Setting timelines and project plans along with the stakeholders helped us address this issue and also built trust in our process. Establishing a core working group that included UX, product and system architects provided a sense of ownership for all those involved, thereby ensuring complete commitment towards implementation.

Challenges in Usabilty Testing

Conducting usability testing brought with it a lot of challenges ranging from availability to general willingness. The first challenge to overcome was to ensure our competency. I address this shortcoming but conducting quick two-day workshops in collaboration with our research team to get my team ready and competent to deal with challenges.

Recognition

| File Pattern Mgmt |

| Provider Support Redesign |

| QS- University matching tool |

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