How I Helped Milliman Redefine
A Journey to Streamline Complex Processes, Modernize the User Interface, and Elevate the Overall User Experience in a Challenging
Low UX Maturity Environment.
BACKGROUND
ROLE
Product, Design
TIMELINE
May 2024 - Present
THE TEAM
1 Designer
1 QA Engineer
1 Business Analyst
4 Software Engineers
During my summer internship at Milliman, I found myself stepping into a world where data-driven decisions shaped the landscape of insurance and healthcare. As a UX designer, I had the opportunity to contribute to the redesign of XLogic™, a platform at the heart of automating complex rating and underwriting processes.
NAVIGATING LANDSCAPE
The existing interface felt like a mismatched assembly of outdated elements, designed with very little consideration for usability. It lacked a user-centered approach, with fragmented experiences and inefficient workflows reflecting years of technical updates rather than thoughtful design crafted with users in mind.
From the moment I began my journey at Milliman, it was clear that I was part of a team striving to bring clarity and innovation to a space that desperately needed it. However, we faced a significant challenge: we were working within a low UX maturity environment, where user-centered design was not yet embedded in the company culture.
THE CHALLENGE WAS CLEAR
Navigating Complexity in a Low UX Maturity Environment
As I dove deeper into the workings of XLogic™, I quickly realized the magnitude of the task ahead. The system had been designed for power users, people who knew the platform inside and out but even for them, the complexity was overwhelming.
As I explored the complexities of XLogic™, it quickly became clear that we were facing several intertwined challenges. Each issue impacted how users interacted with the platform and their overall experience.
COMING SOON!
In-depth explorations of my key focus areas throughout the redesign process
FOCUS AREA 1
Streamlining Key Actions for Increased Efficiency
FOCUS AREA 3
Building a Cohesive Design Language for Scalability
FOCUS AREA 2
Enhancing Clarity and in User Interactions
MY STRATEGY
Driving UX in a Low Maturity Setting
In a low UX maturity environment, cultivating stakeholder buy-in was crucial for the success of the XLogic™ 2.0 redesign. I recognized that building strong, collaborative relationships with key stakeholders—including product owners and developers—would be essential to navigating this challenge effectively.
How I Made It Happen:
ALIGNING UX WITH BUSINESS GOALS EARLY ON
From the outset, I initiated strategic discussions with stakeholders to align UX objectives with overarching business goals. By clearly articulating how user-centered design could streamline workflows, evident in a projected 15% reduction in task completion time. I was able to illustrate the direct benefits of UX enhancements on productivity and efficiency.
COLLABORATIVE ENGAGEMENT
I engaged stakeholders early and often, adeptly translating complex UX principles into business-friendly language. This not only kept stakeholders informed of progress but also invited their input, helping to alleviate concerns and resistance to change.
INCREMENTAL WINS
I prioritized delivering quick wins by conducting heuristic evaluations and usability tests. These targeted assessments allowed us to identify and implement impactful changes, such as a 25% reduction in user friction through optimized workflows.
PERSONAL GROWTH
Embracing Challenges and Opportunities
The XLogic™ redesign was a complex challenge that forced me to embrace uncertainty. It sharpened my skills in managing stakeholder expectations and advocating for the value of UX, even in a setting where its importance was just beginning to be recognized.
Experience and Insights
Throughout this journey, I gained a profound appreciation for the power of incremental change, particularly in environments characterized by low UX maturity. I learned to articulate the business impact of UX initiatives, demonstrating how thoughtful design can drive improvements through stakeholder collaboration and small yet impactful adjustments.
Moreover, I discovered that while internal tools may seem modest in scale, they significantly enhance employee experience and, in turn, influence the company’s growth trajectory. This realization reinforced my commitment to fostering a user-centered mindset, as even minor enhancements can lead to substantial benefits for both users and the organization.