(1) Page Design: recreated a strategic workflow to simplify the user experience in order for clients to input insurance claims efficiently.
(2) Payment Wallet (displayed below): Created a payment wallet interface for billings. Specifically implemented CRUD cycle (create, read, update, and delete) for bank, debit/credit cards and e-checks.
(3) Research Wednesdays: gathered design concepts from other team members to conduct usuability testings with end users, mainly through A/B think-aloud testings and implement the feedbacks for our redesigns.
Internship DetailsRole: User Research and UX Designer
Project Type: Summer Internship
Subject Area: Insurance
Timeline: 11 weeks
Debrief: Customer Service Representatives (CSRs) should have the ability to (1) create and save payment method details, (2) view the payment method details, (3) update payment method details, (4) delete payment method details, and (5) control access to the payment wallet on the Payment Wallet page so that information can be used to make a payment in the future without the need to re-enter the payment. There were three types of payment methods that I focused on: auto-pay bank, auto-pay card (debit/credit), and eChecks.
1. Knowing Our User
Understanding the persona helped to design the payment wallet. By talking with representatives and related workers, we were able to create our persona, Chris. It helped to understand behaviors, motivations and expectations regarding what we needed to put into the payment wallet. It was important for us to create designs based on this persona.
*Note: Only some of the descriptions of the user is displayed for confidentiality purposes of the company. Specific information on this persona is not revealed.*
2. Understanding the Criteria
Before designing, there were a couple requirements that I needed to understand of what needed to go in the design and not. To do this, I needed to understand the background of the payment wallet and the billing systems.
*Note: Only some of the descriptions are displayed for confidentiality purposes of the company. Specific information is not revealed.*
3. Paper and Pencil
With the research done about the payment wallet, I set off to draw some wireframes using the most simple method of paper and pencil. I created many different varieties (not all pictured below) and with these, I easily created low-fi wireframes.
4. Initial Wireframes
These initial low-fi wireframes were easy to build since I had paper prototypes that I created before. After discussing with other team members, I chose two of the wireframes below and went on to create mid-fi wireframes.
5. CRUD (Create, Read, Update, Delete)
Picking 2 wireframes from the initial designs, I went ahead to input CRUD functionalities (creating, reading, updating, and deleting) for the payment methods inside the payment wallet. The pictures on the left represent one design concept and the pictures on the right represent a different design concept. These were created on Axure.
I was also responsible for looking at other functionalities beyond just CRUD such as linking and adding/deleting cards within an individual card and creating a place to read payment history and options (not displayed below).
6. Next Steps
Since this was all I was able to do for this design project during my internship, I am not able to further participate but these would be the next steps if I were to. After furnishing the design a bit more, I would conduct a user testing (A/B testing) with end users with the two designs. After gathering thoughts and opinions, the team and I would choose one of the designs and build it further. We would create high-fidelity wireframes, with the help of our lead visual designer and do continuous user testings to create a final prototype for payment wallet.