Rethinking Employee
Insurance Management SaaS
SUMMARY
When we first approached this redesign, our mission was simple: transform a traditional, clunky employee insurance management platform into a modern, user-centered product that empowers users, streamlines processes, and minimizes manual tasks. The platform, though functional, was outdated in its user experience and riddled with inefficiencies. Employees, HR teams, and healthcare providers often found themselves tangled in workflows that consumed time and patience.
As a Service Designer, my role was to take a holistic approach—connecting the dots between user needs, technology, and business goals. By rethinking the design with a service-first mindset, we were able to create a platform that was not only visually appealing but also impactful at every touchpoint.
Service Design, Holistic Design Approach, Customer Journey Management, Service Ecosystem
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The platform’s shortcomings didn’t align with the needs of modern workplaces. Our vision was to rethink the product from the ground up, keeping automation, usability, and accessibility at the core.
The Problem
Where We Started
The initial platform faced significant challenges:
HR Managers struggled to manage employee benefits, process claims, and generate reports due to unclear workflows and scattered information.
Employees lacked transparency into their coverage and faced friction while filing claims.
Healthcare Providers had no easy way to verify coverage or submit claims on behalf of employees.
Manual workflows led to a 40% increase in processing time, adding strain on payroll and support teams.
Streamline Insurance Management Workflow Effortlessly
✅ 50% Faster Claim Processing
✅ 40% Reduction in HR Workload
✅ 35% Increase in Employee Satisfaction
✅ 90% Adoption Rate Within the First 3 Months
We kicked off the project by conducting in-depth user research with over 30 stakeholders:
Research Listening to the Users
HR Teams
Explored their pain points in claims processing, managing benefits, and creating reports.
Stakeholder 01
Healthcare Providers
Learned about inefficiencies in verifying eligibility and filing claims.
Stakeholder 03
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Design Insights
Key Insights
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HR teams spent too much time toggling between systems for claims approval and reporting.
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Employees were unsure of their benefits and often delayed claim submissions due to confusing interfaces.
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Healthcare providers couldn’t verify insurance instantly, leading to delays in patient care.
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Everyone needed better integrations with existing HR and payroll software to reduce duplication of work.
Key Features Introduced
The Solution: A Redesigned Platform
"We envisioned a centralized, user-friendly platform that personalized the experience for every stakeholder while automating tedious tasks."
Role-Specific Dashboards
HR Managers: Track claims, manage employee benefits, and generate reports effortlessly.
Employees: View benefits, submit claims, and track approvals with clarity.
Healthcare Providers: Verify coverage and submit claims directly through the platform.
Integrated Workflows
Seamless integrations with third-party HR and payroll systems, eliminating redundant tasks and manual data entry.
Quote by John Gold
Proactive alerts for claims, upcoming renewals, and required actions, reducing missed deadlines by 35%.
Accessibility Enhancements
Compliance with WCAG standards, ensuring usability for diverse user groups, including those relying on assistive technology.
Design System
A consistent, scalable design system with reusable components, ensuring alignment across all screens and interactions.
The Design Process
How We Built It
01
Wireframes & Prototyping
We started with low-fidelity wireframes to validate the user journeys for different stakeholders. Each user’s journey was broken down into key tasks:
HR: Approve claims in 3 clicks.
Employees: Submit a claim in under 2 minutes.
Providers: Instantly verify coverage.
Interactive prototypes in Figma helped us test these workflows with real users. The feedback was invaluable in refining navigation, accessibility, and functionality.
02
Usability Testing
Conducted 5 rounds of usability testing with HR teams, employees, and providers:
HR managers reduced claim approval time by 50%.
Employees reported a 40% decrease in confusion during claim submissions.
03
Design System Creation
Collaborated with engineers to develop a scalable design system with:
Reusable UI components.
Accessible color palettes.
Consistent typography and iconography.
This streamlined development and ensured future scalability.
04
Team Collaboration Under NDA
The success of this redesign was made possible by a cross-functional team working under a Non-Disclosure Agreement (NDA) to protect sensitive business and user data. Collaborating closely with product managers, engineers, and customer success teams, we maintained confidentiality while ensuring alignment on goals. Regular sprint reviews, workshops, and feedback loops ensured that every team member’s expertise contributed to the product’s success.
Quantitative Metrics
Impact: The Results
Claim Processing Efficiency
Reduced time spent processing claims by 50%.
Employee Engagement
Improved employee satisfaction by 35%, measured through post-launch surveys.
HR Workload
Decreased HR support tickets related to insurance by 40%.
Adoption Rate
Achieved 90% adoption within the first 3 months of launch.
Qualitative Feedback
HR managers appreciated the custom dashboards that surfaced the most relevant information.
Employees found the interface “easy to navigate” and “a big step up” from the previous product.
Providers highlighted the convenience of instant coverage verification.
Reflections
Learnings
01
Iterative Testing Drives Results
Regular usability tests with real users ensured that we addressed pain points early and avoided costly changes post-launch.
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Designing for Scalability
Creating a robust design system saved development time and ensured consistency across the product.
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Collaboration is Key
Cross-functional collaboration with product managers, engineers, and customer success teams was critical to aligning user needs with business goals.
Conclusion
Empowering Every Stakeholder
The redesigned platform has not only simplified insurance management but also transformed how stakeholders interact with the system. By combining user-centric design with seamless integration and automation, we’ve created a product that supports employees before and after they get sick, aligning with our mission to make insurance management effortless and impactful.
This journey reflects the true essence of service design: delivering a seamless, end-to-end experience that addresses user pain points while driving measurable business impact.
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Having collaborated with numerous clients across diverse domains, extensive expertise spans Fintech, SaaS, E-commerce, Banking, and Crypto. A team player with a data-driven approach, designing user-centered, innovative solutions tailored to each industry's unique challenges for seamless and impactful digital experiences.