Intelligent Automation for Insurance
DSWP - Process Deployment Application
Product Type
Application Redesign
B2B Product
DSWP stands for Dot Sphere Work Package, which is used to deploy the required Insurance automation processes at the business as per the available products. Every Insurance Company has it’s own process of gathering, inspecting and evaluating data, these were automated by Candela Labs technology. DSWP automation is driven by Processes, Correlation and Layouts. We have made drastic changes in the aspects of Usability and Usefulness.
Device
Desktop
My Role
UX & UI Designer
Year
2019
About Candela Labs
Candela Labs helps digitalise and automate both customer-facing and internal journeys – transforming customer experience, core insurance processes, channel management and customer acquisition. Candela Labs is excellent at helping organisations quickly see big returns on their investments by enhancing how they adapt and respond through smart automation, focusing on both customer and internal processes using a practical lab-to-live approach.
Challenge
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The visual design feels outdated and does not align with current trends. A refreshed UI is needed.
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The single-point drill-down navigation pattern feels overwhelming, with no easy way to navigate back. A more hierarchical and systematic approach is recommended.
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Many actions are not clearly visible, and some buttons do not appear to be calls to action.
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The copywriting should be relevant, recognisable, and comprehensive.
Our Plan
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Carry out a heuristic analysis of the current application that is being used by the deployment engineers.
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After that, conduct interviews with end users to determine the actual usability issue. If possible do an ethnographic study on the deployment premises to comprehend the real-time challenges.
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Develop a journey map as well as an information architecture. Next, define and develop the solution based on the gathered information.
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Create a user interface that has a modern appearance.
DSWP’s Old UI
DSWP’s Old User Flow
What we did?
As a first step, we started to do as many user interviews as possible among the senior stakeholders and end users.
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We identified the user who uses the application the most.
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We understood the environment and the scenario in which this application plays a vital role.
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We comprehended the constraints involved in developing the applications.
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We defined all the problems and issues faced from novice to expert users.
The infographics below show the number of interviews and usability tests we carried out during this research period.
Usability Testing
User Interviews
Identify Persona
The core users of the application are deployment engineers who are tech-savvy and open to trying new things. Our research revealed that we could categorise this audience into multiple personas based on their experiences and usage patterns.
Novice – "We need to revamp this application. I'm uncertain about the specific aspects that require improvement, but I strongly believe that visual changes are essential.
Average - “I need an application that performs XYZ functions effectively.” I like robust but also prompt deployment of work packages. The best way to improve the application is to make it more intuitive and engaging.
Expert – "I'm fine with the DSWP UI. I don’t think there is more room to simplify the existing UI. Is there any deal going on?”
Novice User
Needs
- It would make the work easier if we had an option to see and edit the correlation; it's a command that holds the policy number, application number, and document ID.
- The feasibility of mapping and unmapping needs to be visible and easily accessible.
Pain points
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Locating the correlation command is difficult, and the inability to edit it in place adds to the challenge.
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Assigned layout activities provide no feedback, and unexpected assignments cannot be easily revoked.
Background
Naveed is a young and energetic engineer whose intellect regarding DSWP is excellent. He is a novice but has had many bad-to-worse experiences while deploying DSWP in business locations. To mention, last month while deploying, he assigned a few redundant processes by mistake, and he couldn’t revoke the mistake immediately; it took another day to complete the deployment.
Naveed Shah
Deployment Engineer
26 years old, working since Jan 2018 and covers Bangalore area and has completed 4 deployments so far
This is the novice user of the total of three personas (novice, average, and expert). The photo is downloaded from Unsplash.
User Flow
Scenario
The core users of the application are deployment engineers who are tech-savvy and open to trying new things. Our research revealed that we could categorise this audience into multiple personas based on their experiences and usage patterns.
Constraints
The core users of the application are deployment engineers who are tech-savvy and open to trying new things. Our research revealed that we could categorise this audience into multiple personas based on their experiences and usage patterns.
Problem
The core users of the application are deployment engineers who are tech-savvy and open to trying new things. Our research revealed that we could categorise this audience into multiple personas based on their experiences and usage patterns.
Solution
The core users of the application are deployment engineers who are tech-savvy and open to trying new things. Our research revealed that we could categorise this audience into multiple personas based on their experiences and usage patterns.
Wireframe
Landing Screen
- Provided the feasibility to deploy automated task by two routes,
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Mapping - Choose layout and process and required activities.
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Processes - Choose process and the Correlation and then the required activities
- And the opportunity to view, edit and create correlation was provided in the landing screen
Mapping Screen
- Here you can witness that what happens after you select a specific layout.
- The action feedbacks, selected states and to navigate across processes and correlation made easy
- Provided previews and easy escapes to make simplify engineers decision making easy.
Solution
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Designed a simple, clean, and contemporary user interface with aesthetic appeal.
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Developed a navigation system that is clear, unambiguous, and highly usable.
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Implemented intuitive and easily learnable functions and features to streamline user actions.
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Created an efficient, easy-to-access guide and provided relevant content to help users recognise information and take action.
Developed as
Progressive Web App
Total tenure
6 Months, February 2019 - July 2019
We shipped the UI design to the dev team along with
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User Research Insights
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Design System
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Design Specs
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Documentations of user flow
Detailed Skim
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