Impact
Redesigning Noyo's file review tool enabled the Noyo operations team to process enrollment updates faster, with fewer manager interruptions, and reduced learning curve for new team members. Using a user-research based approach, I solved 4 key usability issues that I discovered in the old tool.
Problem
The operations team was struggling with daily file reviews because the existing tool organized updates by "type of update", which obscured related issues and hid the narrative they needed to make decisions confidently and quickly.
Solution
I organized the updates by employee rather than type, which created a clear narrative that allowed reviewers to quickly understand the proposed enrollment updates and make confident decisions.
Overview
Role
Design lead
Methods
Research, usability testing, interaction design, prototyping
Type
Web app
Insights
Information architecture impacts decision-making speed.
Organizing data by technical models (type of update) instead of human mental models (member relationships) was the primary barrier to efficient decision-making. Reviewers needed narrative flow, not database logic.
Context switching decreases productivity.
Reviewers had been needing to keep multiple apps open, while reviewing files, to gather context for decisions. Consolidating important information into the new designs reduced their need to context-switch, which lessened their cognitive load and allowed for faster, easier decision-making.
Progressive disclosure reduces training time and questions.
Newer team members struggled most with knowing "what to look for" and remembering the rules for each carrier. Adding contextual guidance and helpful tips directly in the interface reduced manager interruptions and gave newer team members more confidence in their decisions.
