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How I Helped Milliman Redefine

XLogic™ 2.0

A Journey to Streamline Complex Processes, Modernize the User Interface, and Elevate the Overall User Experience in a Challenging

Low UX Maturity Environment.

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My Role

01

Restructured the information architecture, optimizing navigation flows and enhancing user experience consistency.

02

Developed responsive UI kits, empowering cross-functional teams with customizable components to streamline their work.

03

Facilitated collaboration between design and development teams to achieve a unified and consistent user experience throughout the platform.

PROJECT

B2B Enterprise Platform

Background

ROLE

Product, Design

TIMELINE

May 2024 -       Present

THE TEAM

UX Designer

QA Engineer

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 critical platform at the heart of automating complex rating and underwriting processes. Little did I know that this journey would push me to my limits, spark my love for user-centered design, and lead to transformative change.

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NAVIGATING LANDSCAPE

An opportunity to redefine the user experience.

Transforming Chaos into Clarity.

XLogic™, a 7-year-old platform, felt like a patchwork of outdated elements. Designed with minimal regard for usability, it suffered from fragmented user experiences and inefficient workflows. Years of technical updates had eroded the clarity and flow of the interface, creating friction at nearly every step.

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. The key challenge was modernizing the product, however we faced a significant challenges. Time constraints, the absence of design files (as the software was purely coded), and a steep learning curve in a new industry added to the complexity.

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Collaborative Problem-Solving

To address these challenges, I meticulously documented my work and fostered continuous communication with the product owner, business analysts, QA, and development teams. This collaborative environment not only helped to solve critical issues but also improved overall team efficiency, ensuring smoother progress toward the redesign.

DRIVING RESULTS

My Roles

Key Actions

I advanced the core user workflows, simplified complex processes, and enhanced the overall interface consistency to improve usability and productivity.

I identified pain points, defined problem areas, prioritized design changes, crafted intuitive solutions, and oversaw the seamless implementation of the new design, ensuring tangible improvements across the platform.

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MEASURING SUCCESS

Enhancing Business Performance.

As the design progresses, significant improvements are emerging:

Early feedback suggests that streamlined workflows and simplified interactions will likely enhance overall user productivity.

Preliminary testing indicates that improved usability and clear feedback mechanisms could significantly minimize mistakes.

Initial responses from stakeholders point to the expectation that the new, intuitive interface will enable new users to become proficient more quickly.

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CONTEXT

An opportunity to redefine the user experience.

The need was undeniable.

XLogic™ had long been a dependable tool for integrating Excel-based rating models with web technology, making underwriting processes easier for insurance companies. But over the years, the fragmented and outdated interface had turned into a source of frustration. The call for a product overhaul was clear, this was no mere refresh, but a pivotal moment to reimagine the entire user experience.

Initial Focus: Aesthetics

When I joined the XLogic™ project, my main task was to revamp the platform’s visual design. The goal? To make it more modern and appealing, creating an interface that would look fresh and align with industry standards. At first, I believed a sleek aesthetic upgrade would naturally improve user experience. However, as I dug deeper into the platform, it became clear that the challenges went far beyond just the surface visuals.

TURNING POINT

This wasn't just a visual facelift - it was a full system overhaul.

A Cascade of Challenges

What began as a simple design refresh turned into a much larger undertaking. Beneath the visual layer, a series of intertwined issues began to emerge, highlighting that this wasn’t just about making things look better, it was about transforming how the platform functioned.

Outdated, Consistent, Yet Problematic Visual Design

Although the platform’s design was consistent, it was outdated, giving the impression of an obsolete system. This made users disengage and created a sense of inefficiency.

Lack of Feedback & Confirmation

The absence of essential features like confirmation pop-ups left users guessing. Without clear signals of success or failure, frustration grew, leading to increased user errors.

Overcomplicated Workflows

Navigating the platform was overly complex. Tasks that should have been simple were bogged down by unnecessary steps, making it harder for users to work efficiently and learn the system quickly.

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COMING SOON

In-depth explorations of my key focus areas throughout the redesign process.

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FOCUS AREA 1

Streamlining Key Actions for Increased Efficiency

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FOCUS AREA 3

Building a Cohesive Design Language for Scalability

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FOCUS AREA 2

Enhancing Clarity and in User Interactions

WHAT WAS MY STRATEGY THROUGHOUT?

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.

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WHAT WAS MY STRATEGY THROUGHOUT

Driving UX in a Low Maturity Setting

Turning Challenges into Strategic Wins

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​.

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PERSONAL GROWTH

Embracing Challenges and Opportunities

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.

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