Project Details
The project is aimed to transform the existing work flow set up replacing multiple legacy applications by process optimization. The new work flow set up would solve the issues in misrouting of work, provide seamless experience for Leaders and Supervisors to manually allocate existing work items (customer, provider, agent enquiries) and eventually satisfy the customer needs in faster and smoother manner.
My Role
Led the project from discovery through delivery working side by side with product managers, business executives and cross functional agile IT Development teams. The majority of the initial work was focussed on understanding existing processes, shadowing customer service representatives, conducting research to elevate pain points. The second phase was focussing more on process mapping, process optimizations, heuristic evaluations with domain experts followed by co-creation session building low to high fidelity prototypes. The prototypes are put forth before key stake holders along with detailed research reports driving them to make strategic decisions.
Methodologies Used
Qualitative Interviews
Shadowing
Process Mapping
Heuristic Evaluation
Surveying
Co-creation
Rapid Iterative Prototyping
Data Analysis
Tools Used
Qualtrics
Visio
Figma
Impact
Faster resolution of work items
Minimized misrouting of work
Introduction of new eco-system with optimized processes
Seamless experience for switching between applications
Reduced manual labor hours
Significant growth of satisfied and happy customers
Prototype
Dashboard
The portal can be accessed by different levels of roles across Florida Blue. Depending on the login access the data will be dynamically populated based on the PMI role policy set up in the backend systems.
The dashboard view is for admins, managers and team supervisors.
From the dashboard the user can view the graphical representation of relative inventory. The graphical representations are dynamic and interactive in relation the data displayed in the below rows. The selections in the date range fields and the drop downs shall drill down and dynamically display the graphs and data.
The User can also perform certain actions on the displayed inventory (row data) such as assigning an un-assigned inventory to a skilled resource and change the assignment of an open work item from one resource to another.
The inventory is created based off of the configuration made on certain criteria. The criteria can be configured by switching between the UI screens on the left navigation bar. System uses Netflix Conductor services to create workflows for automatic inventory assignment with the pre-configured routing rules.
Filters
Apart from the drill down criteria there is also an option to filter based off of the additional sub criteria such as Task Type, Status and Due by date.
The attributes in the filters section came out as a secondary priority items during the insights gathered while co-creating with users.
The input in the search bar has a fuzzy search function embedded into it which will populate relative results upon entering the input data.
By clicking on the relative bell icons the data will be populated on the due by status.
Work Assignment
Upon clicking on the icon and or name of a specific resource (Assigned to Column), it will open a modal window for the user to pick a different resource who is skilled to accomplish the relative work item.
The Users can drill down the list of skilled resources by selecting the appropriate team from the drop down selection.
The User also have an ability to search for specific user by their First Name, Last Name and or their employee id.
There will be a confirmation action that needs to be approved by the user. Upon completion the relative success or failure message will be displayed in the snack bar.
