I joined Infosys McCamish as a Principal UX Designer to lead the redesign of the outdated applications on the NGIN Platform. After a thorough review of the existing applications, we gained a clear understanding of the necessary improvements needed to enhance usability and streamline the user experience.
The operations team faced significant challenges in their workflow, requiring them to use up to six different applications simultaneously to complete a single task. These applications were not only outdated and lacking in accessibility but also operated from remote virtual machines rather than local environments, further complicating their usability.
Training new team members to fully understand and effectively use each of these applications was a lengthy process, often taking between 4 to 6 months. Reducing this steep learning curve became a priority.
Additionally, there was a lack of visual and interaction design standards across the applications, with no adherence to corporate brand guidelines. This inconsistency made the user experience even more confusing and disjointed.
The operations team faced significant challenges in their workflow, requiring them to use up to six different applications simultaneously to complete a single task. These applications were not only outdated and lacking in accessibility but also operated from remote virtual machines rather than local environments, further complicating their usability.
Training new team members to fully understand and effectively use each of these applications was a lengthy process, often taking between 4 to 6 months. Reducing this steep learning curve became a priority.
Additionally, there was a lack of visual and interaction design standards across the applications, with no adherence to corporate brand guidelines. This inconsistency made the user experience even more confusing and disjointed.
The product teams primarily focused on adding new functionalities and features without considering the real-life situations and needs of end users. There was also a lack of emphasis on conducting annual reviews or assessments to measure the effectiveness and efficiency of the tools, which meant that user experience improvements were not prioritized.
My team made several enhancements to the NGIN products aimed at improving user experience, functionality, and efficiency. Here's a summary of improvements made to the NGIN products:
User-Centric Design Enhancements
Focused on designing intuitive and user-friendly interfaces to enhance accessibility and usability for a diverse audience. Conducted user research and gathered feedback to identify pain points and areas of improvement.
Optimized Performance
Collaborated with developers to streamline code and reduce load times, ensuring faster performance across the applications. Simplified navigation to reduce the number of clicks needed to complete common tasks.
Mobile-First Approach
Designed responsive layouts that adapt seamlessly across devices, ensuring a consistent user experience on desktop, tablet, and mobile platforms.
Improved Workflow for Users
Developed features that align with user workflows, making the platform more efficient and intuitive for frequent users. Introduced enhancements like dynamic filters, personalized dashboards, and quick-action menus.
Cross-Functional Collaboration
Worked closely with stakeholders, developers, and other designers to align features with business objectives and technical feasibility. Integrated agile methodologies to adapt quickly to feedback and changing requirements.
Focus on Accessibility
Incorporated accessibility standards (such as WCAG) to ensure the platform is usable for individuals with disabilities, meeting compliance requirements.
Prototyping and Testing
Used tools like Figma for prototyping and testing various design iterations before final implementation, minimizing development risks. Conducted usability testing sessions to validate improvements and refine designs based on user feedback.
Data-Driven Design Decisions
Analyzed user data and performance metrics to make informed decisions on which features to enhance or introduce. Leveraged analytics to monitor the success of implemented changes. These improvements collectively ensured a more seamless, efficient, and user-friendly experience for customers and stakeholders using the NGIN products.
I had the privilege of creating comprehensive user journeys for a suite of essential insurance and financial products, including Accounting, Billing & Collections, Disbursement, Expression Builder, Funds & Portfolio, Risk Profile Change, Revocation/Rescission, and Coverage Change. Each journey was meticulously designed to ensure intuitive navigation, seamless functionality, and an enhanced user experience, addressing the specific needs of both insurance agents and customers. By conducting user research and aligning workflows with business objectives, I was able to simplify complex processes, improve efficiency, and deliver user-centered solutions that contribute to operational excellence and customer satisfaction.
The Infosys McCamish Product Configurator is a tool designed to facilitate insurance companies in the quick and efficient setup and management of insurance products. It is part of the broader suite of solutions offered by Infosys McCamish Systems, a division of Infosys specializing in life insurance and annuities processing.
These contributions realized average handling time savings from 50% up to 300%.
