RxBenefits

RxBenefit's exponential growth has happened faster than our ability to efficiently support it. We rely heavily on people power using manual processes to get the job done. This constraint limits the amount of new customers we can take on each year and drives up onboarding costs. We need an automated, intelligent, efficient software solutions in place to empower us to continue our explosive growth.

UI/UX Team Lead
February 2021 - Present

The Challenge

Design a software solution that helps drive our cultural shift from people power to technical solutions. Build an online application where our customers can manage all major aspects of their relationship with us. This self-service portal will enable our customers with immediate access to the features, information, and answers they seek.

The Solution

• The goal is an MVP of the desired software solution
• Using feature parity from legacy software currently being used internally
• Identify and establish the required user roles and features associated with the feature parity
• Make improvements from a UX perspective where it makes sense given the timeframe

Establish Design Standards

When I first got to RxBenefits, design had not even begun. I am not talking about just the look and feel of things – processes, standards, front-end ui library, everything regarding design. So my first real task, aside from understanding the business, was to establish the direction we would go from a design standpoint.

Team Member Interviews
Front-end & Design Research

Team Member Interviews

I met with several team members, mostly front-end engineers, to get a better understanding of where they came from and what solutions they have worked with in the past.

Front-end & Design Research

From my conversations with the front-end team, I gathered research on several front-end solutions. I also, from a design tools perspective, researched the best solution to go with for now and in the future. As a team, we decided that Ant Design was the best route to go and as luck would have it, we were able to find a Figma file created based on Ant Design and all its components. This helped us not lose any time creating our own custom components, which was good considering we had a short timeline to role out MVP.

Research & Define

I began by gathering a better understanding of the business. I conducted a software audit to see what users were currently dealing with and how they interacted with the software. Once I had a clear understanding of what the software did and how it functioned I then began speaking to the users. In doing this, I conducted multiple interviews with members from different internal teams including Client Services and Account Management. From here I was able to see the users' needs and most common patterns from these users.

Business Analysis
Software Audit
User Interviews & Feedback
Personas

Software Audit

I did an extensive audit of the current legacy software to get a clear understanding of what users have been dealing with for the past several years.

User Interviews & Feedback

I conducted several user interviews in order to gain a better perspective of their overall experience with the current legacy software they use day-to-day. Through these interviews I was able to learn more about who the users are and the experiences they have with managing organization and member accounts.

Personas

Personas were created to help us better understand the different users that would be interacting with the software which included three categories – Multi Employers, Clients and Brokers. With the personas, we were able to better empathize with the target user throughout the design process.

Ideate

Once we had established what solutions we were going with from a front-end and design perspective and gained a better understanding of what we needed for MVP, we started putting ideas down on paper. One big concern was making sure our software was accessible, so we spent a good bit of time at the beginning making sure this was focused on. We worked with Marketing to make sure our new software was keeping to the brand standards previously established and making updates to it based on this new product for the company.

Product Styling
Accessibility Concerns
Sitemap
Task & User Flows

Product Styling

We did extensive research and internal A/B testing with regards to making sure the brand and colors were accessible. Working along side Marketing, we made sure we were keeping the overall brand in mind and not deviating too far.

Accessibility Concerns

One area that had not been a huge concern in previous years was accessibility of web elements – this needed to change. As we approached establishing RxBenefits as a product and technology company, and with accessibility standards becoming more prevalent with the healthcare industry, we had no choice but to make this a big part of what we were doing.

Sitemap & User Flows

I created several sitemaps and user flows to help the team visualize the user moving through the system as well as seeing what connections were required and where.

Design

Now that we have established the "brand" for our new software product, it was time to begin laying out the different screens based on the legacy software.

Branding
UI / Component Library

Branding

Historically, the need to have things accessible has not been a large concern for RxBenefits. Now with us establishing ourselves as a product and technology company, the need to be accessible quickly became a conern.

UI / Component Library

For the most part, our UI is controlled by Ant Design. With this base already established, we began expanding on this by creating our own custom components that would benefit each new module for now and in the future of the life of the software.

Beta Testing

After several months, we were finally given a short list of beta testers. Now that we had a working product with most of the features developed and MVP launch date quickly approaching, we put them to the test.

Test Objectives
• Test if users can accomplish tasks successfully
• Identify areas of difficulty with the app design that can be improved
• Determine the overall usability of the app

Iterate

Once we were able to gather all the feedback from the beta testers, we did a comparison to see what similar concerns and suggestions they had. We took this information to make a few improvements on the user experience in order to get the product ready for MVP launch.

Wrapup

This was the first step of many to come to seeing a reality with RxBenefits plans to establishing themselves as a product company and not just a benefits provider. The team worked surprisingly well together even when we had curveballs thrown our way from the executive team. Communication within the product team is crucial to staying on task and making sure surprises are kept to a minimum.

Next Steps

• Identify 1.1 feature set and role(s) associated with those features
• Continue with user testing and gathering data
• Continue improving the UI & Component library, creating custom components in Figma for a more streamlined design process