VHI Internal systems

VHI INTERNAL SYSTEMS

THE CONCEPT

The problem statement:

The launch of Vitality Health Insurance (VHI) introduced a newly created product without pre-existing tools to manage its administrative aspects. To address this challenge, a design team was formed, tasked with developing multiple internal systems. However, the lack of standardization and consistency across these systems hinders operational efficiency. Therefore, there is a need to establish a comprehensive design system that ensures cohesion, standardization, and consistent implementation across all internal systems of VHI.

Goal:

This design system aims to achieve standardization, cohesion, and consistent implementation across all internal systems, thereby improving operational efficiency and effectiveness. By successfully implementing the design system, VHI aims to streamline administrative processes, enhance user experience, and optimize overall performance to support the successful management of the VHI product.

My role:

I played a vital role as part of a three-person design team entrusted with the responsibility of designing the systems. My primary focus encompassed the Electronic Transaction Management (ETM) and Policy and Administration (PAT) components.

My specific responsibilities included:

Conducting comprehensive research, gathering requirements, and performing thorough analysis
Devising the UX strategy, which involved activities such as wireframing, low-fidelity prototyping, journey mapping, and information architecture
Creating the UI design for internal systems, as well as mobile and web platforms
Collaborating with diverse stakeholders throughout the organization, facilitating requirement gathering workshops, collaborating on feature definition, and conducting design reviews

THE PRODUCT SUITE

Considering the recent launch of Vitality Health Insurance (VHI), there were no tools to manage the administrative functionalities of the product. Consequently, our team undertook the development of several purpose-built products to fulfill these specific requirements. These products encompassed:

An internal policy and administration (PAT) tool
An internal electronic transaction management (ETM) system
An internal customer relationship management (CRM) system

POLICY & ADMINISTRATION

This tool serves as an internal resource for VHI staff to efficiently manage the scheme. Its range of functionalities includes:

Generating comprehensive billing reports
Generating accurate quotes
Creating and efficiently managing entities
Ensuring the proper storage and management of contracts
Creating and effectively managing beneficiaries
Streamlining policy management processes
Generating cardholder files for enhanced organization
Efficiently managing and organizing files
Facilitating effective communication management
Streamlining billing approval processes

This tool significantly enhances the operational efficiency and effectiveness of VHI staff by providing a comprehensive suite of functionalities for streamlined scheme management.

ELECTRONIC TRANSACTION MANAGEMENT (ETM)

Is a tool that facilitates the process of conducting and managing transactions electronically. It involves the automation and digitization of various aspects of transactional processes, including document creation, distribution, signing, and storage. ETM systems aim to streamline and simplify transaction workflows, enhance security and compliance, and improve efficiency.

The functionality of the VHI ETM system included:

Third-party management
Notifications
Third-party data files
Exporting files
Importing files
Archiving files

THE UX

The UX aspect of this system was extremely important. As these are internal-facing tools that have intense administrative requirements our team placed a high priority on the UX of the systems.
Due to the complex nature of the systems we needed to ensure we made the process as easy as possible for the user.

UX RESEARCH

Thorough research was undertaken to ascertain the system's requirements. The design team engaged in extensive consultations with key stakeholders, administrators, as well as system architects and developers. This comprehensive approach aimed to attain a comprehensive grasp of the system's intended functionalities and objectives.

UX PLANNING

Following a meticulous analysis of the requirements and constraints, the planning phase was initiated. User flows, journey maps, and wireframes were created to establish a holistic depiction of the system's operations and layout.

CHALLENGES

The creation of these designs presented us with significant challenges, primarily due to the complex nature of the systems and the fragmented delivery of information instead of receiving it comprehensively.

To overcome these obstacles, we proactively fostered strong relationships with the systems architect and senior developer involved in the project. By establishing direct lines of communication with them, we were able to engage in effective collaboration and develop solutions that precisely aligned with the requirements. This close partnership facilitated a better understanding of the intricate system intricacies and enabled us to create designs that effectively addressed the challenges at hand.

THE UI

Ensuring consistent UI across all internal systems constituted a crucial aspect of the system's development. To achieve this, the team initiated the UI process by constructing a design library that would be uniformly implemented across all designs, thus guaranteeing coherence and consistency.

The fundamental UI components, such as colours and fonts, were initially established during the mobile app creation phase. Existing UI elements were reviewed and necessary modifications were made to ensure cohesiveness.

Given the complexity of the systems, it was imperative to maintain a clean UI that did not overwhelm the user. Seamless navigation and user experience were prioritized to enable users to effortlessly navigate through the system's pages without feeling overloaded or distracted by the UI.

Significant UI implementations were employed to enhance user-friendliness. Examples include the application of colour theory and the use of tables to highlight sections, providing users with a clearer understanding of system usage.