WSIB Mobile

A mobile solution for WSIB claims — developing a strategy to translate the existing, paper-based claim process into a more effective mobile process.

A mobile solution for WSIB claims — developing a strategy to translate the existing, paper-based claim process into a more effective mobile process.

A mobile solution for WSIB claims — developing a strategy to translate the existing, paper-based claim process into a more effective mobile process.

OVERVIEW

During the summer of my third year of university, I interned at the WSIB Innovation Lab as a UX/UI Designer, throughout the term, we explored and designed a mobile solution for the WSIB claims process. We wanted to take advantage of the shift towards mobile technology by developing a strategy to translate the existing, paper-based claim process into a more effective mobile process.

OVERVIEW

During the summer of my third year of university, I interned at the WSIB Innovation Lab as a UX/UI Designer, throughout the term, we explored and designed a mobile solution for the WSIB claims process. We wanted to take advantage of the shift towards mobile technology by developing a strategy to translate the existing, paper-based claim process into a more effective mobile process.

ROLE

UX/UI Designer

User Research, Visual design, Prototyping & Testing


TOOLS

Figma, FigJam, Zeplin, Maze, Miro


May 2022 - Aug 2022

ROLE

UX/UI Designer

User Research, Visual design, Prototyping & Testing


TOOLS

Figma, FigJam, Zeplin, Maze, Miro


May 2022 - Aug 2022

Our Team

The Cohort 15 of the WSIB Innovation lab consists of 15 co-op students, a team of UX/UI Designers, Full-Stack Developers, and Communication Specialists. I worked alongside our Design Lead Amirah Mahomed as well as four other designers.

Understanding our Users

To begin, we wanted to gain a deeper understanding of our users’ unique experiences with filing insurance claims. We wanted to empathize with what users found frustrating throughout the process in order to fill in these gaps with the new mobile experience.

To begin, we wanted to gain a deeper understanding of our users’ unique experiences with filing insurance claims. We wanted to empathize with what users found frustrating throughout the process in order to fill in these gaps with the new mobile experience.

01

Guerilla Testing

We begin our user research with guerilla testing: we gathered user reviews and feedback from other insurance applications on the App Store and Google Play Store. Then sorted the user feedback by themes, which gave us an early insight into some major user pain points with insurance apps.

Guerilla Testing

We begin our user research with guerilla testing: we gathered user reviews and feedback from other insurance applications on the App Store and Google Play Store. Then sorted the user feedback by themes, which gave us an early insight into some major user pain points with insurance apps.

User feedback collected from App Store and Google Play Store

02

User Interviews 

Followed by guerilla research, we also conducted user interviews through userinterviews.com and Google Meets. We recruited and interviewed 10 participants with diverse occupations and previous insurance claim experiences. For each interview, we had three designers on the call: an interviewer, a note-taker, and a facilitator. With this, we were able to gain insights into unique and in-depth individual insurance claim experiences. By getting to know the claim process through the perception of a user, we were able to better understand how our mobile app could support users throughout the process.

User Interviews 

Followed by guerilla research, we also conducted user interviews through userinterviews.com and Google Meets. We recruited and interviewed 10 participants with diverse occupations and previous insurance claim experiences. For each interview, we had three designers on the call: an interviewer, a note-taker, and a facilitator. With this, we were able to gain insights into unique and in-depth individual insurance claim experiences. By getting to know the claim process through the perception of a user, we were able to better understand how our mobile app could support users throughout the process.

User Interviews 

Followed by guerilla research, we also conducted user interviews through userinterviews.com and Google Meets. We recruited and interviewed 10 participants with diverse occupations and previous insurance claim experiences. For each interview, we had three designers on the call: an interviewer, a note-taker, and a facilitator. With this, we were able to gain insights into unique and in-depth individual insurance claim experiences. By getting to know the claim process through the perception of a user, we were able to better understand how our mobile app could support users throughout the process.

03

Thematic Analysis 

After the interview, the design team summarized the interview notes and placed key points into sticky notes on Miro. We found that the responses across all 15 participants ended up being very similar and we were able to summarize the points into 6 key themes:


  • Transparency

  • Trust

  • Proactivity

  • Human Experience

  • Simplicity 

  • Guidance

Thematic Analysis 

After the interview, the design team summarized the interview notes and placed key points into sticky notes on Miro. We found that the responses across all 15 participants ended up being very similar and we were able to summarize the points into 6 key themes:

  • Transparency
  • Trust
  • Proactivity
  • Human Experience
  • Simplicity 
  • Guidance

Thematic Analysis 

After the interview, the design team summarized the interview notes and placed key points into sticky notes on Miro. We found that the responses across all 15 participants ended up being very similar and we were able to summarize the points into 6 key themes:

  • Transparency
  • Trust
  • Proactivity
  • Human Experience
  • Simplicity 
  • Guidance


UI Design

We begin the design process with sketches on paper. Here you can see our design iterations on the homepage from early sketches and low-fidelity prototypes to our final, high-fidelity prototype.


We begin the design process with sketches on paper. Here you can see our design iterations on the homepage from early sketches and low-fidelity prototypes to our final, high-fidelity prototype.



By the end of the 4 months, we have created a clickable prototype and high-fidelity designs of the onboarding screens, homepage, claims page, and forms page, as well as the proof of concepts for the payments, settings, and messaging page. Throughout the term, we had been constantly iterating our designs based on user research insights. Every design decision is backed up by an insight gained throughout our user research findings. We have chosen to use Figma to create our prototype as it is convenient for collaboration among multiple designers, as well as it is effective for design hand-off. We used both Figma and Zeplin for design hand-off to developers. All components used throughout the prototype referenced from the WSIB Design System and since we focused on designing for iPhones, we also referenced Apple's Human Interface Guidelines.


By the end of the 4 months, we have created a clickable prototype and high-fidelity designs of the onboarding screens, homepage, claims page, and forms page, as well as the proof of concepts for the payments, settings, and messaging page. Throughout the term, we had been constantly iterating our designs based on user research insights. Every design decision is backed up by an insight gained throughout our user research findings. We have chosen to use Figma to create our prototype as it is convenient for collaboration among multiple designers, as well as it is effective for design hand-off. We used both Figma and Zeplin for design hand-off to developers. All components used throughout the prototype referenced from the WSIB Design System and since we focused on designing for iPhones, we also referenced Apple's Human Interface Guidelines.


Usability Testing

Two rounds of usability testing were conducted to ensure all user confusion was identified. Firstly, we conducted a round of unmoderated usability tests on individuals who were not a part of the project in order to test whether or not our app is intuitive. We used the platform Maze to conduct the test, it gave us metrics such as the number of misclicks, task duration, and heat maps. After iterating the design, we then conducted a round of moderated usability tests to test our design changes. Lastly, heuristic evaluations were conducted by the designers.


Two rounds of usability testing were conducted to ensure all user confusion was identified. Firstly, we conducted a round of unmoderated usability tests on individuals who were not a part of the project in order to test whether or not our app is intuitive. We used the platform Maze to conduct the test, it gave us metrics such as the number of misclicks, task duration, and heat maps. After iterating the design, we then conducted a round of moderated usability tests to test our design changes. Lastly, heuristic evaluations were conducted by the designers.



Prototype Walkthrough

Here is the walkthrough of the MVP screens of the WSIB mobile prototype. Click here for our detailed deck of the mobile strategy project.


Here is the walkthrough of the MVP screens of the WSIB mobile prototype. Click here for our detailed deck of the mobile strategy project.



Key Takeaways

  • Using Zeplin and Figma for design hand-off to developers

  • Creating and utilizing the design system components throughout prototype

  • Usability testing our prototype with Maze

  • Conducting user interviews with real participants on userinterviews.com

  • Documentation of everything for future designers and corporate WSIB

  • ​Weekly Presentations, Meetings, and Decks and Demos

  • Using Zeplin and Figma for design hand-off to developers

  • Creating and utilizing the design system components throughout prototype

  • Usability testing our prototype with Maze

  • Conducting user interviews with real participants on userinterviews.com

  • Documentation of everything for future designers and corporate WSIB

  • ​Weekly Presentations, Meetings, and Decks and Demos