Southern
Cross
Health

Redesign Southern Cross Health’s internal platform to modernize outdated technology, streamline workflows, and create a consistent, user-centered experience across the Requests & Policies and Claims processes.

Collaborative Synergy-->
In this project, I worked closely with two core teams, each dedicated to different aspects of Southern Cross Health’s business operations. Both teams comprised of agile digital team members, including product owners, business analysts, multiple developers, and business subject matter experts. As the sole UX/UI designer in each team, I played a pivotal role in bridging the gap between design purpose and evolving technology. Through close collaboration with these multidisciplinary teams, we ensured that our design solutions were not only innovative but also closely aligned with business objectives.

Requests & Policies Team:
Focused on policy management and processing user requests.
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‍Claims Team:
Dedicated to the claims management process.

UX/UI Design
DESIGN SYSTEM

My Role and Contribution

In my role as the UX designer for both the Requests & Policies and Claims teams, I was instrumental in driving the design initiatives from start to finish. I led the entire design process, starting with discovery and research, where I collaborated closely with stakeholders to gather insights and define user needs. I then crafted and iterated on design solutions, guiding them through rigorous design reviews and refinement to secure sign-off and approval from the business. Additionally, I oversaw the production quality, working closely with developers to ensure that the designs were accurately implemented and met the highest standards, aligning perfectly with the intended user experience.

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The Challenge
Southern Cross Health’s internal platform was burdened with outdated technology, leading to inefficiencies, user frustration, and an inability to scale with the company’s evolving needs. The existing Southern Cross Health platform was a legacy system developed over nearly two decades, accumulating a patchwork of features that were built without a UX-focused approach. This retro system, while functional, was riddled with inefficiencies and inconsistencies, making it difficult to scale and adapt to modern business needs. The workflows were rigid and deeply ingrained, with many stakeholders accustomed to the old ways of working.

A significant challenge was aligning this outdated system with current UX standards and modern digital product practices. As the UX designer, I often had to navigate the delicate process of communicating design decisions effectively, ensuring that stakeholders understood the rationale behind proposed changes. This required not only a deep understanding of good design principles but also the ability to address and manage pushback from those who were resistant to change. My role involved balancing respect for the existing workflows with the need to modernize the platform, ensuring that the new design met both user needs while bringing the platform into alignment with contemporary digital standards.

Approach & Strategy
‍‍I led the design process from discovery to implementation, beginning with in-depth research and workshops to uncover user needs. Throughout, I ensured clear communication of design decisions, aligning them with the wider UX team.

Workshops & Discovery Sessions
‍Led workshops and discovery sessions with both the Requests & Policies and Claims teams, working closely with business subject matter experts (SMEs) who were also the end users. These sessions were essential for identifying pain points and gathering requirements for the redesign.

User-Centered Insights
‍By collaborating with SMEs, I ensured the redesign addressed the specific needs of the users, tailoring solutions to improve efficiency and user satisfaction.

Development of a Comprehensive Design System
‍Created and maintained a design system that standardized components and interaction patterns across both the Requests & Policies and Claims teams, ensuring consistency across the platform.

Cross-Team Alignment
‍Collaborated with other UX designers within Southern Cross Health to align on design standards, ensuring a cohesive user experience across different business units.

Regular Design and UX Reviews
Led regular design and UX reviews with the development teams to ensure that the design intent was accurately implemented, addressing any technical constraints early in the process.

Handover and Build Collaboration
‍‍Implemented smooth handover processes to developers, including UX reviews during the build phase to ensure alignment with the design vision.

Comprehensive Documentation
Documented the entire design process, including design system guidelines, user feedback, and the rationale behind design decisions. This documentation was vital for the ongoing maintenance and future iterations of the platform.

Process Implmentation
‍Introduced and maintained processes for design reviews and UX feedback loops, fostering continuous improvement and collaboration between design and development teams

Results and Impact

Efficiency Gains
‍Significantly reduced the complexity of workflows, resulting in a 30% faster processing time for both claims and policy requests. This improvement directly contributed to increased productivity among the staff, allowing them to handle a higher volume of requests with fewer errors.
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‍Enhanced User Satisfaction
‍User satisfaction scores improved by 25% post-launch, reflecting the success of the user-centered design approach. Feedback from claims and policy advisors highlighted the new platform’s ease of use and the intuitive design of key features, leading to a smoother, more efficient workflow.
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Stakeholder Endorsement
I collaborated closely with the Change Manager to ensure that stakeholders were fully engaged and supportive throughout the project. This collaboration was pivotal in securing strong endorsement for the new design, as we effectively communicated the benefits of the updated platform and addressed concerns about changes to long-established workflows. Their support was key in achieving approval at every stage of the project.
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Business Alignment & Scalability
‍The project aligned seamlessly with Southern Cross Health’s broader digital transformation goals, providing a scalable solution that can easily accommodate future enhancements and integrations across other business units. This ensures that the platform remains adaptable to evolving business needs.

‍Long-Term Impact
The design system introduced during the project established a consistent design language across the platform, laying the groundwork for future projects and ensuring that all digital products within the company maintain a unified, user-centered approach.

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@2024