The confidential information in this case study has been altered.
“ How to make the review process more intuitive for different kinds of changes across the module? “
Background
The insurance industry was quite heavy on careful reviews of any setting changes, especially when changed settings were concerned about premium, policy, claim, product, and commission.
In the case of distribution, given that this module was large, it was challenging for users who were in charge of reviews to intuitively have a clear idea of what were changed settings about.
Research
Within insurance core platform, reviewers in the distribution were mostly high-rank managers, and they only accessed the module when review requests were submitted. Also, the different tasks should be reviewed by different managers with different expertise.
However, to run the business flexibly, some small & mid-size insurance companies may allow channel managers to review all kinds of changes across their operation because of the flat organizational structure.
Challenge
“ Developers — Our current review workflow is more like a small change checking than a real review process. “
Our existing review workflow only supported simple changes, such as info changes to a few fields. It may not be intuitive for reviewers to differentiate changes in different functions and cross-checked the differences between before and after of settings, during review:
1. There was massive amount of info in Policy transfer & compensation records. 2. Newly created channels & schedules should be reviewed as a whole.
Ideation
It would be well managed for reviewers if changed settings were contextualized first, to categorize what may be changed together in preventing often changes made to the same settings submitted at different times, such as product sets and commission tables in schedules.
On the other hand, such a function was mostly a supportive one, it would consume a large effort from developers if I displayed the before and after of UI pages where these changes were made.
The cost and restriction of future UI development also increase when new settings appear.
Consultation
“ Consultants — Managers usually won’t be able to change settings during review, they will send it back to operators. “
During my presentation to consultants, I realized that the pages that reviewers mostly went over were the pages in view mode instead of edit mode. Most high-rank managers may never view any page in edit mode throughout the operation.
From managers’ perspectives, to make sure that all changes could be well tracked and managed when further issues or questions were raised were quite important. All review requests were better to put in one place for the centralized management.
Mockup
For reviewers to know where and what exactly the changes were made, apart from the comparison tables for highlighting changed differences, I provided linkages to navigate reviewers to review items in their pages to enhance visual connections.
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