HUMana ID CArds MAnagement Redesign

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Humana ID Card Management Redesign for Salesforce Platform

Introduction:

Humana Inc. approached our team to revamp their existing ID card management process within the Salesforce platform. I am the UX Designer responsible for the redesign and collaboration with stakeholders. The goal was to enhance efficiency, accuracy, and user satisfaction for administrators, customer service representatives, and Humana members involved in the ID card issuance and management process.

1. Research Phase:

1.1 Stakeholder Interviews:

Conducted in-depth interviews with Humana administrators, customer service representatives, and members to understand their pain points, challenges, and needs related to ID card management.

Gathered insights into current workflows, system limitations, and areas for improvement.

1.2 User Persona Development:

Created user personas representing key stakeholders involved in the ID card management process, such as administrators responsible for card issuance, customer service representatives handling member inquiries, and members accessing their ID cards.

Persona development helped in understanding user goals, motivations, and pain points.

1.3 Contextual Inquiry:

Observed and documented the existing ID card management process in action by shadowing administrators and representatives as they performed their tasks within the Salesforce platform.

Identified pain points, inefficiencies, and usability issues through direct observation and task analysis.

1.4 Competitive Analysis:

Researched and analyzed competitor solutions and industry best practices for ID card management within CRM platforms.

Benchmarked features, functionality, and user experience aspects to identify opportunities for innovation and differentiation.

2. Define Phase:

2.1 Problem Statement:

Synthesized research findings to develop a clear problem statement that defined the key challenges faced by Humana in ID card management.

Aligned the problem statement with business objectives and user needs to establish a focused direction for the redesign project.

2.2 Success Criteria:

Collaborated with stakeholders to define success criteria and key performance indicators (KPIs) for the redesigned ID card management system.

Success criteria included metrics such as reduced processing time, improved accuracy, increased member satisfaction, and enhanced usability for administrators and representatives.

2.3 Design Principles:

Established design principles based on user research insights, including principles such as simplicity, accessibility, efficiency, and consistency across the Salesforce platform.

Design principles guided decision-making throughout the design process to ensure alignment with user needs and business goals.

3. Design Phase:

3.1 Information Architecture:

Conducted card sorting and tree testing exercises to define the information architecture of the redesigned ID card management system.

Organized information and functionality into intuitive categories and navigation paths based on user preferences and mental models.

3.2 Wireframing and Prototyping:

Created low-fidelity wireframes using tools like Figma to visualize the structure and layout of the redesigned user interface.

Iteratively refined wireframes based on feedback from stakeholders, incorporating design patterns, UI components, and interaction flows.

3.3 Visual Design:

Applied Humana's brand guidelines, color palette, typography, and visual elements to create high-fidelity mockups of the ID card management interface.

Designed a clean, modern, and user-friendly interface that aligned with Salesforce's Lightning Design System and accessibility standards.

3.4 Usability Testing:

Conducted usability testing sessions with representative users, including administrators, customer service representatives, and members.

Gathered feedback on the usability, functionality, and visual design of the prototype, identifying areas for improvement and refinement.

4. Implementation Phase:

4.1 Collaboration with Developers:

Collaborated closely with Salesforce developers to implement the final design within the Salesforce platform using Lightning Components and custom UI elements.

Provided design specifications, assets, and guidance to ensure accurate implementation of the user interface.

4.2 User Training and Onboarding:

Developed user training materials and documentation to onboard administrators and representatives to the redesigned ID card management system.

Conducted training sessions and workshops to familiarize users with new features, workflows, and best practices.

5. Evaluation Phase:

5.1 Post-Implementation Evaluation:

Monitored user adoption, system performance, and feedback following the launch of the redesigned ID card management system.

Collected quantitative and qualitative data through surveys, user interviews, and analytics to assess the impact of the redesign on user satisfaction, productivity, and business outcomes.

5.2 Iterative Improvement:

Continued to iterate on the design based on user feedback, usability testing insights, and evolving business requirements.

Implemented incremental updates and enhancements to address usability issues, optimize workflows, and further improve the user experience over time.

Conclusion:

The Humana ID Card Management Redesign project successfully transformed the ID card issuance and management process within the Salesforce platform. By employing user-centered design methods, collaborating closely with stakeholders, and leveraging iterative design and testing cycles, we delivered a solution that improved efficiency, accuracy, and user satisfaction for Humana administrators, representatives, and members. The project demonstrated the value of UX design in driving meaningful improvements and enhancing user experiences within complex enterprise applications.