New design to add Online Bill pay option to another branch of Excellus users
Project Overview
This project was to build an entirely new feature to be added to our existing Group end-users. Prior to this addition, end users would use analog means to submit bill payments, manage account information, and activate new members coming on to our platform. This clearly was not acceptable by any means of user experience or customer experience. The goal then was to create an experience based on known problems and user feedback to meet the needs of a variety of Group members.
Goals and Responsibilities
As the lead designer on this project I was first tasked with helping build out the scope before the initial construction of the overall end to end experience. I worked alongside our user researcher in building out new personas, establishing and conducting a virtual testing environment, and data analysis. During this time period ExcellusBCBS had to go fully remote due to the COVID-19 pandemic. I was able to leverage my previously built demoing tutorial application to aid in user research and testing. By creating "dummie" sites we were able to get real time interactions from users with our new features.
Redefining Scope
Through the course of the project the original design and testing plan was thrown into jeopardy because of scope constraints and ever changing requirements from the Product team and Stakeholders. Our end date was not allowed to move due to open enrollment time period taking priority at the end of the year. My designs would have to be able to change or adapt quickly as to get them back into testing slots, a majority of time within the same week.
Bill Summary view - first concept to final design
Invoice History - original testing concept to final design