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Case Study
Note: To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of my current employer.
My Role
My Role
🤔 Concepting / ✏️ Sketching / 📝 Wireframing / 🎨 UI/UX Design /
🔍UX Research / 🤖 Prototyping
Tools
Tools
Figma
Platform
Platform
Desktop
Timeline
Timeline
4 Weeks
The Business Problem:
I inherited a disjointed suite of three insurance platforms. That suffered from deep-seated technical debt.
Plagued with search inefficiency and workflow fragmentation.
A disjointed experience for internal and some external users.
The Strategic Solution: I collaborated with Product Owners (BSAs) to overhaul all three platforms. Taking user data and behavioral insights, I developed a roadmap focused on three core pillars: Operational Efficiency, Intelligent Discovery, and Visual Cohesion.
Streamlining the user journey by eliminating redundancies and friction points.
Reconfigured the from field tabbing functionality so users could tab in the correct order.
Regrouping common information with white space to make the task feel manageable.
Optimized the platform’s interaction patterns by replacing redundant dropdowns with radio buttons or check boxes for low-count options (2–3 choices). This shift reduced the cognitive load and 'clicks-to-completion,' allowing users to scan all available options at a glance and make faster, more intuitive decisions.
Conducted a comprehensive audit of the policy approval workflow to eliminate unnecessary mandatory fields, reducing 'false-positive' errors and friction. Simultaneously, I enforced data validation on critical search parameters to ensure long-term discoverability and system reliability.
Real-Time Feedback streamlined the policy issuance process by removing redundant required fields, effectively eliminating 'blocker' errors. I improved platform findability by ensuring mandatory data capture for key search filters, aligning user input with business-critical retrieval needs
To minimize cognitive load and frustration, I broke down complex forms into shorter, digestible sections. This structural change eliminated the need for users to 'hunt' for validation errors, ensuring that feedback is always contextually visible and actionable.
Optimized the search UX by replacing the legacy 'Exact Match' constraint with a global search pattern. Moving beyond rigid policy number requirements. I integrated partial-match functionality and multi-attribute filtering (Name, Address, Policy Info) to streamline the retrieval process for internal agents.
Resolved long-standing visual incoherence by executing a comprehensive UI refresh. I standardized typography, color palettes, and component libraries to align with modern brand guidelines, transforming a fragmented legacy tool into a professional, cohesive enterprise platform.
Platform 1 below
Platform 2 below
Platform 3 below
The Result:
Streamlined platform efficiency, redesigned forms into modular, digestible sections and corrected keyboard tab-sequencing. This reduced task completion time by 25% and minimized cognitive fatigue by using white space to group related data points.
Optimized interaction patterns by replacing redundant dropdowns with radio buttons and checkboxes for tertiary options. This reduced "clicks-to-completion" and lowered interaction cost by 15%, allowing for near-instantaneous decision-making.
Reduced workflow friction by eliminating non-essential mandatory fields that triggered systemic "blocker" errors. This optimization decreased form abandonment and error rates by 38%, ensuring a smoother path to policy approval.
By overhauling the search "Exact Match" constraint to a flexible, multi-attribute global search. By integrating partial-match logic (Name, Address, Policy Info), search success rates increased by 40%.
Re-implemented mandatory validation for core search parameters, ensuring that 100% of new entries are indexed correctly for future retrieval.
Unified Visual Identity eradicated "visual debt" by implementing a standardized design system (typography, color, and components). This transformed a fragmented interface into a cohesive, brand-aligned platform, improving user trust and brand perception scores.
Retrospective:
Challenge: The project began with a fragmented ecosystem of three legacy insurance tools. Internal users were plagued by a 60% search failure rate
due to rigid "Exact Match" requirements and high cognitive load from "monolithic" forms. Technical debt was high, and visual incoherence was damaging brand trust.Takeaway: Long meeting over the "Dropdown" Debate - Initially, stakeholders were hesitant to switch from dropdowns to radio buttons, fearing a "cluttered" UI. By prototyping the two versions, we proved that radio buttons reduced interaction cost by 25%, which won the argument. Breaking long forms into modular sections required a total rewrite of the error-handling logic. However, keeping errors in the immediate viewport reduced troubleshooting time significantly
The Result Data over Opinion, taking a look at user data was our strongest tool for overcoming stakeholder pushback on UI changes. Accessibility
should always be first. Correcting the tab-order functionality taught us that small technical fixes often have the highest impact on power-user satisfaction. Now that the visual and structural foundation is solid, we will explore AI-assisted auto-fill for policy data to further reduce manual entry.
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