InSite
InSite is a cloud-based intake management platform facilitating seamless communication and collaboration among multiple parties. It provides real-time access, updates, and transparency, making it an effective tool for client onboarding and renewals. With status tracking and ongoing task management features, InSite enhances communication between all involved parties.
- Role
- Lead UX/UI Designer
- Service
- Web & Software
- Client
- Web Benefits Design
My Role
Journey and Contributions
As the lead UX/UI designer, I worked on this project with a fantastic team, which included a project manager and a talented front-end developer. My role encompassed many responsibilities, including identifying user pain points, crafting workflows, mockups, documentation, and user guides, and assisting with user training.
Understanding the Challenge
Communication Magic in a Spreadsheet-Loving World
As the business kept growing, its configuration team also grew. This growth brought a critical realization: the existing client onboarding and renewal process, which had served adequately in the past, was no longer working for the expanding department.
The reliance on conventional tools, specifically email communication and Excel spreadsheets, for exchanging critical benefit details and configurations had resulted in various operational challenges. Disorganization within the department, operational back-ups, and an elevated risk of errors and redundancy emerged as concerning issues.
The business wanted a smoother, more user-friendly approach to bridge the gap between the clients and the configuration team. This change wasn't just about making things more efficient; it was about ensuring everyone was on the same page and keeping the department running smoothly.
High-level Requirements:
- Eliminate Excel Spreadsheet
- Minimize data entry process for internal users
- Media management
- Minimize email communication
Empathizing Users Needs
Subject: S.O.S.- Untangling the Email Chain Chaos
In the initial business review meetings, I emphasized that incorporating external user feedback into revisions would extend the project timeline. I suggested involving a valued and loyal external stakeholder as the optimal solution. Regrettably, due to the tight project deadline, I couldn't conduct interviews or shadow actual external users. So, my focus shifted to the internal users.
From the initial meeting, it was clear that there were two primary user groups: internal account executives and external HR Admins. To better understand the internal users' workflows and pain points, I shadowed two account executives and created journey maps based on their experiences.
As I quietly observed and took notes, it became clear that this situation involved more than two users and a single department. Realizing the importance of a service blueprint, I understood that my first step was a complete, comprehensive understanding of every step in the process. This ranged from the closed-won sale, how information was gathered, communication tools used, and if any potential upselling techniques affected the process leading up to the go-live date.
Once I had a solid grasp of these workflows, I requested access to the email template and Excel spreadsheet used for every department with client interactions.
Key Takeaways:
- Due dates went unnoticed or ignored
- Only approximatley 32% of clients filled out the spreadsheet correctly
- Around 20% of clients would send an email for EACH benefit offering (there can easily be more then 10 benefit offerings)
- Configuration time took between 2 weeks to 2-3 months depending on complexity
- LOTS of copy + paste was happening
- More departments were actually involved and effected
- Sales held a reasonably steady rate of 5 new clients a month
- Account executives also used this process for renewals
Data retrival journey map
Onboarding steps
Info gathering
The Discovery
New Explorations: The Potential for Cloud Communication Systems
After discovering more than one department requested information, I dug deeper into each department's questions. The project kept sprouting extra arms and legs, getting more complex with every query. I couldn't help but sympathize with the external users; we were dealing with information overload through a mishmash of emails, spreadsheets, and phone calls.
After some intense brainstorming, the team reached a consensus that a cloud communication management application was the best way forward, considering the substantial amount of information involved. The ultimate goal would be for the data to seamlessly integrate into the existing suite of applications, effectively erasing the copy-and-paste dilemma. However, given the time constraints for this phase, we had to put that integration in the backlog, committing it as a future enhancement to the project.
Dashboard
Plan & Carrier Information Page
Benefit Plan Information Page
Communication Note Page
The Solution
Adventures in Adminville: A User-Centric Approach
We knew the process was intense and was most likely not getting completed within a single day.
The plan to keep the external HR users on task was important and crucial to the success of this application. Focusing on this detail, a progress view on the dashboard helps display what sections are still incomplete.
Each section has individual information blocks that are required for completion. External users have the option to lock and unlock a section. This action lets the system know that a portion of the process has been completed. This also informs the internal configuration team that the external user has started the process and data is being entered and ready for review.
A due date countdown was also added on the dashboard to help aid time tracking and organization.
Each employer offers completely different benefit plans and packages. Still, you can find similarities, and those little patterns allowed us to craft the system to minimize unnecessary customization and information duplication.
Dashboard
Plan & Carrier Information Page
Employee & Classification Information
Benefit Plan Information Page
We introduced a communication notes section to tame the email chaos, providing a dedicated space for all communication to coexist harmoniously. Maintaining transparency and fostering open communication is important in effective project management. This feature not only facilitates discussions between external and internal users on topics like missing information, questions, and due dates, etc., but it also enables internal users to converse privately within their department group, shielded from external user eyes.
New Note Modal Open
Adding a Follow up date
Searching/Adding Participants
Upload Multiple Files
Feedback Option Available
What did I learn?
Embracing Adaptation
This project provided an excellent opportunity to apply my UX research skills. Initially, I concentrated on understanding the pain points of the internal users. However, it became evident quickly that the most profoundly impacted users were not the internal teams. Despite this shift in focus, I remained empathetic and redirected my efforts toward addressing the communication challenges faced by external users.
While many ideas seemed ideal on paper—flawless, sensible, and hitting all the right notes—we had to keep priorities in check. Combined brainstorming sessions with the team played a key role, allowing us to collectively assess ideas and decide which features to tackle first based on cost, time, and overall value.
Thanks to the fantastic teamwork, we kept our eyes on the prize and the launch date in sight without stretching ourselves too thin.
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