EasyClaimSG — Redesign the UX
Team project to deliver the client- easyclaim.sg ’s requirements
Easyclaims.sg is a web portal that enables employees make their flexible benefits’ claims. The main users of the portal are employees, HR managers and insurance brokers.
This was a 3-week project with Camilla Loh, Ng Yiu Hei and James Chew. Given the time constraints, we narrowed down our scope by focussing on just the employees. Our user interviews with 10 people with prior experience making claims, revealed the prime criteria wanted in a claims portal:
We compared the features in the existing competition.
Our UX efforts had to focus on simplifying the claims process by minimizing manual data entries and building the guidelines into the UI in such a way that errors are prevented right at the first touch point. Here is Dave, representing our typical user and his needs and frustrations.
Our redesign solution will make the current portal responsive. The mobile portal can tap on the camera function and use OCR — Optical Character Recognition (hopefully) to transfer info from receipts to claim forms. Discrepancies between available claim balance and the amount claimed, between claim date and benefit expiry etc… will be automatically red-flagged before submission.
We wireframed the key pages Dave would go through to make a typical claim and pinned them up for feedback from our entire class. We incorporated the feedback and made our hi-fi prototype for usability testing with 7 participants. The participants were observed while they made a typical claim task assigned. They were timed and asked to rate (from 1 to 5) the portal on ease of use, navigation, learnability, information organization and aesthetics (oh yes, we gave it an extreme makeover). The success metrics we had set were: 100% task completion, 0 errors, and a min avg rating of 4. Both the mobile and desktop layouts were presented to all participants, but the order of presenting was randomized to remove any familiarity bias in completing tasks.
We met all the success metrics. However, some minor cosmetic improvements had to be made to ensure consistent readability throughout the portal. We used the WAVE web accessibility tool for this. All participants particularly liked the conversational tone and the graphics used in our prototypes. But didn’t like the gamification feature where frequent claimers were rewarded. Although this wasn’t a core feature and it was meant just as an example to show how companies could introduce gamification into the portal, we changed it (there was a strong visceral reaction from 85% of the participants) so employees were rewarded on points earned rather than the amount claimed.
Also, Adobe Xd had released a massive update featuring auto-animations the day before our client presentation. So obviously we had to include them (to flex our itchy tech skill muscles) to improve the user experience of employees making mundane claims.
The key differences in the mobile layout — provision to take a pic of the bill, side navigation buried in hamburger menu, splitting of content-heavy pages
- Life is so much easier without Axure.
- The importance of saying NO. The client had wanted us to develop the prototype for employees, HR and brokers. We insisted on our narrowed scope from the start and even recorded conversations (to cover our asses) in which the client had agreed to us. This came in handy when in the end it seemed like the client had not understood our scope prioritisation. But he understood why that’d have been impossible when he saw the amount of work that went into it. All good.
- Sometimes people (both us designers and users) get swayed over by the visuals and forget to be mindful of the functionality. Whether it is a good thing or not is not as important as the fact that this syndrome exists.
- If you can identify the strengths each person brings to the table, and delegate tasks accordingly, it goes a long way in keeping all team members motivated, while getting things done faster.
The way ahead for easyclaims
And that brings us to the end of our course in General Assembly, Singapore. We are officially unemployed now. Hire me, I am handsome (this will be one of those times to ignore #3 of Lessons Learnt. Or not).