SOFTWARE INTERFACE

Software Interface Redesign - Express Scripts

My Roles - UX Design, UX research and UI Design

Duration - 8 months working with users, developers and product managers

PROBLEM BACKGROUND

This project was to redesign a 20 year old software interface used to enter insurance information about client health insurance coverage and make it more modern, user friendly, more functional for the user with a clearer outcome.

DESIGN PROCESS

EMPATHIZE

To better understand the software interface background and who the users are, I started by conducting research with the following goals:

Research Goals

Understand the market trends of the health care industry.
Identify the software interfaces goals.
Identify competitors and evaluate their strengths and weaknesses.
Understand the role this software interface has.
Understand the experiences user have while using the software interface.
Discover goals, needs, motivations, and frustrations of users.

USER INTERVIEWS & USER DEMO

To validate who the real users are and learn about their personal experiences with the software interface, I conducted user interviews and demos. I interviewed individual user for each module in this software interface. Some interviews being an hour or more to make sure all open-ended questions were asked. To learn as much as possible about each module in this software interface, what relationships and experience the user had. During this interview period the user also gave a quick demo on how the software interface worked for them. Discussing any needs, goals, wants and frustrations they had while using this software interface.

EMPATHY MAP

Through the user interviews, I found that while many people had their own, unique experiences with the software interface, there were common patterns across the most of the user wants and how they would like to see different settings. Using an empathy map, I was able to synthesize all of the findings and uncover these key insights.

DEFINE & IDEATE

DEFINING THE PROBLEMS

Now that I knew who I was defining for, I was able to use the insights and needs gained from research to identify what the main problems are that I am trying to solve. I used those insights and needs to create POV statements to better understand the problem from the user’s perspective and then created HMW questions to come up with possible solutions for these problems.

BRAINSTORMING

I started the brainstorming process with mind mapping. Based on the HMW questions, I went through 20 minute rounds for each question and quickly generated as many different ideas as possible. After reviewing I went back in with any new ideas or expand on existing ones.

GROUP BRAINSTORMING

After completing my own brainstorming, I still felt the need to explore different ideas. To help me with exploring other ideas that I haven’t thought of yet, I conducted a group brainstorming with my developing team. Through this process, we worked as a team to come up with as many ideas as possible for the same HMW questions with discussions on each topic. I also used this time to ask the team for any ideas of their own I should try while redesigning this software interface.

PROJECT GOALS

USER FLOW

Taking an even deeper look into the overall user’s journey while interacting with the new features. To deeply empathize with the user experience, I created a user flow to explore the scenarios the users would be in and the different paths and decisions they would encounter when trying to complete the key tasks defined.

LOFI WIREFRAME SKETCHES

Using all the user interviews/demos, research and group brainstorming throughout this process, I then worked on creating lofi wireframe sketches to make informed decisions on how to design these new screens to help our users complete tasks and complete their tasks.

PROTOTYPE & TEST

Prototype

In order to test the design decisions I had made and to test the usability of the design, I created a prototype to test with the real users using Figma. The prototype were created with interactive functionality, that I would be used for usability testing. Using the prototype, I started to test my design on users to measure its usability and identify any areas of improvement.

Overview

Method: Remote, moderated usability testing (Think Aloud)
Participants: 3
Average Time: 5 minutes
Task Completion Rate: 100%
Error-Free Rate: 85.3%

NEW

NEW

OLD

OLD

OLD

REFLECTION & NEXT STEPS

Reflections

During this project, I faced new challenges - seamlessly integrating new features into an existing design and designing for an industry I didn't have experience in.

Through this project, I learned the importance of listening to the users needs, wants and pain points. It took lots of diving into the existing design and flow of the website to introduce new features into the existing design while also updating the outdated overall design. By researching the background and how the website evolved was also key to identifying the best solutions for the problems at hand.

The next steps I would take this project through from here are:

Implementation

Make sure the changes improved the features’ usability, we would then implement and launch these new features.

Re-Test

To validate the revisions made, I would conduct another round of testing with users.

CONCLUSION

This case study was built to show my process and steps taken while working with Express Scripts/Cigna on redesigning their 20 year old software interface. Without giving too much away that should be keep for the business needs only. If more examples are needed to show my talents please feel free to reach out and I would be happy to show more examples of what talents I have.