Project Overview
This project was one of three board goals that involved a non-negotiable timeline. We were moving code from an existing platform to a new web platform. Because we were "refreshing" the portal and not the whole website, changes to the original global navigational structure could not be made at this time, but instead had to be retrofitted with new navigation so that it adapted to the new proposed Employer Broker navigation.
Using feedback from current broker and employer constituents and known usability "rules" we iterated until we found something that worked for everyone.
Role and Responsibilities
For this project I was assigned as the lead UX designer while facilitating user researcher testing and data analysis. I also took part in upfront IA decisions that helped determine the scope and timeline for the multiple applications that would be updated. One process that we saw was plagued with pain points for our users was Employer and Broker registration. Through data and user feedback we determined that the design needed necessary improvements, and the user flow through the enrollment process was difficult and not user friendly. After establishing a working design, we took it to user testing and then refined the design to what would eventually become a repeated process across all of our sites.
The other two main applications that needed a significant level of design effort were the Member Roster and Member Eligibility experiences. These two were some of the most frequented and utilized pages of our end-user groups. The current design didn't allow users to easily complete their day to day tasks without frustration. User interviews and user feedback all pointed to the need to improve these applications over others. The scope did not allot more time for the project so we were constrained by strict guidelines. After reviewing multiple paths with the Lead User Researcher, we landed on an experience focused on usability and the end users' most repeated processes.
Below is the final design that was implemented for launch
