Redesign Case Manager Feature
Redesigned a case manager feature in order to reduce user friction and make task delegation more efficient.
Background
B-Trust is a B2B2C outreach platform that enables you to create digital processes that combine information collection (digital forms or scanned documents), signatures, and biometric identification.
A case encapsulates a number of tasks in order for the case to be processed correctly. A task can be anything from an OTP to document collection. Tasks are delegated and completed using the case manager system and end users are encouraged to performs actions based on the desired workflow.
We tested the previous version of the task pages and found that they weren’t user friendly and had a lot of noise. Eventually, we decided to redesign the task and task list pages.
Mission
Improve the content displayed in each task and actions available, and remove irrelevant elements from the page
Solution
Redesigning & implementing a new task page layout
Role
I was responsible for conducting user research, creating wireframes, prototypes and the design system.
Time Frame
3 Weeks
One Task to Rule Them all…
On the platform, there are two types of tasks:
The first is performed in the background and is closed automatically. The second task includes managing many onboarding documents with the end client, approving documents, signing agreements, background screening, communicating with the end client, remote biometric identification and more.
Watch and Listen
We interviewed and observed analyst users and checked their performance while working with the tasks on the platform and listened to their feedback about the tasks interface usability and the total experience.
Users Insights
We tested the edited task pages with users and implement their feedback in the final result
1
The page header height is huge and pushes down the “juice” of the task causing an overwhelming environment for the user to scroll his way down to find the task the action he needs to perform
2
The navigation inside task is hard and complex
3
Overwhelming and un urgent content
Wireframes
I posed 2 main goals to achieve:
1. Improving inner page navigation to enhance productivity
2. Reducing the noise and allowing the user to focus on the action they need to take
3. Adding status reports to allow the user to more readily see where things stand
Early Prototyping
Final Result
Design System
