Demo Experiences/Tutorials created to introduce current and new
users to the changes with the new design.
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Demo Tool Overview
After the launch of the redesigned member dashboard experience my team became aware of internal frustrations and confusion as many employees were at a lost with the new website. The main issue was that the redesign space was now foreign to them. A solution was needed to not only re-educate our internal staff but also insure external users were also learning and using the site appropriately. The goal of this tool was to create an adaptable avenue to reach a variety of end users and educate them on the current redesigned website as well as any future enhancements or changes. As the tool evolved, additional users and needs were discovered. The overall scope was increased to be accessible to these new users and to be scalable for future users as well. The outcome was that the tool could be used for three paths that an end user could then be placed into: Internal user, external product or commercial client, and external end-user.
Responsibilities and Build
My previous background working on E-Learning experiences lead me to create the first prototype of an internal demoing tool. As this was a brand new application and process, I was the lead designer and researcher in the initial launch. I determined the original scope, the overall success criteria, and testing schedule. I did a heuristic evaluation to determine users needs in a learning environment and established internal user interaction guidelines when it came to E-Learning practices. During this phase of the project I became aware of internal security risks and requirements on sensitive materials. By adhering to my guidelines and adopting ExcellusBCBS's HIPPA Law materials, I created a process that would never endanger our members' privacy/rights relating to their healthcare information.
From there I began testing internal users, focusing on reintroducing them to the redesigned site. Company-wide feedback found that many users "rarely" interacted with the member facing site outside of their specific area of interest.
During the design and build phase I began focus on interaction design and user accessibility, but found another crucial element as it came to user tendencies when related to learning activities. End users were not engaging in what was originally seen as an obvious interactable space. Through A/B Testing we were able to determine cognitive overload hindered an internal user's ability to understand tasks, explore and discover features, and retain information after only two to three pages deep.
Outcome
After the first soft launch to a small group of internal users, I was able to successfully present the full demo experience to the rest of the enterprise. Each department requested similarly personalized tools to aide their internal education. After the internal programs were completed, I was able to adapt the demo to external Providers (commercial) and external end-users.
Demos
Please feel free to explore the the demo tool below through either arrow keys or clicking as a live site.