https://www.monicahiggins.work/about daily 0.75 2025-01-24 https://www.monicahiggins.work/contact daily 0.75 2021-01-28 https://www.monicahiggins.work/home daily 1.0 2023-08-02 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/e9bac006-62a3-40df-82fb-7f980b5f45a7/eClaims-main1.jpg Work https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612833147799-RO5UBT8HXFSOQFSW6X7V/Eliza_main1.jpg Work https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/559948ee-2c6b-4125-bb2e-0bef9aee6589/Artboard%25252B7.jpg Work https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612750919888-75165ORST9BBVH32VB3E/hero_ottawa-senators-xmap%25402x.jpg Work https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/79b99ee0-1f56-4d4c-acdf-fe2d8bdd3021/Whit_main1.jpg Work https://www.monicahiggins.work/eclaims daily 0.75 2023-01-11 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754775579-JXFHJDDAOYC9X8J1VAQU/001-repeat.png eClaims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754811279-28OZ6CCFZOO3ITGVPJO9/001-accessibility.png eClaims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754732336-HT4ZVXASE47NY01AKY8I/003-bricks.png eClaims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616756070542-GOYFIJCTVATQY2IL9NQD/styleguideMarkup-eclaims1.jpg eClaims - Designing building blocks The portal redesign and its components would serve as a base for a design system for TELUS Health products. The design of eClaims (a service within the portal) is intended to be used as a template for other services as they’re updated or added. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612488636045-S3J7N8N2OPWM8159FICE/accessibilityMarkup-eclaims1.png eClaims - A portal for everyone The portal should be available to practitioners, regardless of ability. In order to communicate a consistent experience for all, we produced wireframes with instructions for assistive devices and screen readers for the developers. For this project, the development team was new to accessibility so the UX designers provided a lot of additional markup, examples, training, and resources to get them started and get everyone on the same page. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805879330-AGPXQQVABJKSV9HLAONJ/Artboard+4.png eClaims - By separating out the task flow of an existing client (the more common flow) and a new client we were able to find efficiencies. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805562742-XKJZT4C8OT0LRRFVC9GU/Artboard+2.png eClaims - Chunked information in the form for ease of navigating on smaller devices https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612804956007-SGKYM1ZOSGOA2P0F06QN/Artboard+1.png eClaims - Current process with one LONGGGG form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612835581732-SOOS092ZLPGG0MT7YC9R/notessheet-elciamsConcepts.jpg eClaims - Heading in the right direction? We made sure to check Once we felt we had a clean, low-fidelity concept of the key task of claim submission, we scheduled some practitioners to see if they could intuitively and speedily walkthrough it. These sessions were done remotely using zoom conferencing and screen sharing. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792922206-64P5VP16J42R6FO8XZZO/eClaims-headline.jpg eClaims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792585717-SH7Q7HYK7N83HBODK6RC/support+-+eClaims+copy.png eClaims Support panel https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791941224-HN5TG1PXXP9N12M3M183/claimaccepted-+eclaims.png eClaims Claim accepted https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791422342-KP4ZAVFGZECPZG9G3L1F/myaccount-eclaims.png eClaims My account menu https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791491762-8A9FM58PLOQLAAQF67WG/Notifications-eclaims.png eClaims Notifications panel https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791733887-6HEN5PYKSQ0YL2SNQHH3/Service+info+-+eclaims.png eClaims New claim workflow - Step 3: Service information https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792751150-W30WZJFHRC307MH2YGIU/Claimsmain-eClaims+copy.png eClaims All claims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798934168-82CJTRWNXM4FLKGQDEOC/eClaims-mobile-claims.jpg eClaims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798767468-AL5W3QJERQ9COV6FH3TU/eClaims-mobile-claimaccepted.jpg eClaims Claim accepted https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798345719-T8UR596N0SVFPG8R5POM/eClaims-mobile-home.jpg eClaims Home https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798449258-V80FQURLZMMCNOBUXATZ/eClaims-mobile-scan.jpg eClaims Scan insurance card https://www.monicahiggins.work/plan-override-manager daily 0.75 2021-01-25 https://www.monicahiggins.work/eliza daily 0.75 2023-01-06 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612842696447-09U9VS6I0RVDUTBV2Z1I/003-eye.png Eliza https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612842648125-IBQUJWX65ZUAIDT7L4RO/001-like.png Eliza https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612842675695-WT5K0UVIV9RDVTAL420V/002-support.png Eliza https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612839885088-74VD7SELCVVP5GLWU6M7/Eliza-personas.jpg Eliza - Keeping the user present In order to keep a user-centered mentality at Eliza, we recommended keeping the user present at all times. Once we had done a persona workshop with the product team (to understand who they felt the user was) and user interviews (with actual users) we produced a set of persona posters to make the users feel more familiar with the product team. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612843466735-5PXMWYEUZ0Z1CT41B2ZU/usabilitytesting-eliza.png Eliza - Identify pain points We began tackling the project by first looking at the offending existing application. We performed a usability test, asking actual users to perform their key tasks. This helped us to identify what they valued, what they hated, and what they really liked so that we didn’t throw the baby out with the bathwater. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612840753740-KU7SVKTH6DJR0MVULR8S/Screen+Shot+2016-08-16+at+7.41.33+PM.png Eliza Program status https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612840720755-CAOL97XQ5XJS6008A32X/Screen+Shot+2016-08-16+at+7.41.06+PM.png Eliza Dashboard https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612840587562-CE5CEJTJLYCHG8OZDQ3A/Eliza_main1.jpg Eliza Visual design by Jessica Murray https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612841054869-SVB7QOQPY2RKCXDYIZ6V/Eliza-dashboard-v Eliza Dashboard https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612841134473-SKV74ZTXJ1WGTSSHDGKF/Eliza-programs-v Eliza Program status https://www.monicahiggins.work/lop daily 0.75 2023-01-06 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612849118359-2U4MUS9DEO6RLYR2WSQA/Screen+Shot+2021-02-09+at+12.13.34+AM.png LOP - Putting the pieces together The wireframes were developed by a different UX team member following user interviews which included card sorting. This allowed the project team to understand how users approached the content they were looking for. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612845430648-ZK3XQEO9BD37IEJGCYOI/LOP_main1.jpg LOP https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612845573975-2X960WPZ6X2PSC14M8US/Screen+Shot+2021-02-08+at+11.23.48+PM.png LOP Publication selected https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612845468274-4ZR1VJTCDWVZLJGDBENM/Screen+Shot+2021-02-08+at+11.24.00+PM.png LOP Main with open menu https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612845707093-XN24384JVGG4W9L5PMDY/Screen+Shot+2021-02-08+at+11.24.32+PM.png LOP https://www.monicahiggins.work/sse daily 0.75 2023-01-06 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612847858833-1D1YUD9GZ1866V6UD74D/Screen%2BShot%2B2021-02-09%2Bat%2B12.16.55%2BAM.jpg SSE - Taking the journey with the customer To grasp the Senators customer experience, we conducted interviews with season ticket holders about every stage of the experience lifecycle, from online account set up to game preparation and package renewal. Following the interviews, a thorough metaanalysis was performed to find quantitative trends. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612848637013-N10Z3SG3I2QQK2TQVW3P/Screen+Shot+2021-02-09+at+12.26.29+AM.png SSE - Customers weren’t always the ones going to games We identified three customer personas (one of which is shown here), each with distinct and unique experiences. We captured these journeys and overlayed them in the experience map to highlight where the highs and lows for each persona were. Below the journey, we contrasted the existing experience and an ideal experience to drive home all the opportunities for improvement. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612847095154-QPI8K26BKWGCOP3H64ZU/hero_ottawa-senators-xmap%402x.png SSE https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612848503365-VQ32OO75LRQW4MPU8VSD/Screen+Shot+2021-02-09+at+12.26.37+AM.png SSE Dashboard https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612847151979-GNDLVGVBY6BFAIVGFER2/cs_ottawa-senators-xmap_2%402x.png SSE Program status https://www.monicahiggins.work/whit daily 0.75 2023-01-06 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612919123660-3REJRDENY6C6GI8TATQM/Screen+Shot+2021-02-09+at+7.48.41+PM.png WHIT - Hacking Health WHIT First came to be at a Hacking Health Hackathon in 2018. Over an intense 48-hour period, we focused on refining the problem that doctors were seeing when it came to women’s health, not only for the women themselves but for their own practice. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616437119050-306V3ITMA5GXDNBT778E/001-medal.png WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616437094540-324D06JOBIKA1SC44F5N/001-medal.png WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616437110110-QMBZ89WNESZNT019U70R/001-medal.png WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616725542571-I974V9W0FTX4O01A9SNS/whit-survey-results.png WHIT - How informed are women about their own health? While we had our own assumptions and beliefs about how informed women were about their health, when it came to screenings and vaccines, but we needed to find out from them. I created a survey that was completed by 386 respondents across Canada. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/321f7c29-1c71-486e-826e-5848e85dbf1a/IMG_1620.jpg WHIT - Women relinquish understanding of their health to their doctor Focus groups were planned in order to have a collaborative discussion about ‘health’ and what it meant to them and how they managed it today. We also gathered feedback on inital brand impressions and pricing expectations for health apps. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616553497671-2R4BRWE9NC1QGZU9WER9/Screen+Shot+2019-02-24+at+10.57.55+AM.png WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616606639665-EGQCHB460VAB6LH6WC8U/whitBrand1-02.jpg WHIT Final brand https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616554040034-6U1YN336XXHL8YR73FE1/whit-social.jpg WHIT - Starting the conversation Getting people interested in WHIT, not just as a product but as a reputable voice of evidence-based information provided by physicians was something we felt was important. We wanted to inform women about their health in an engaging, easy-to-consume format without overwhelming them. As they became more informed they would become more invested and involved in their own health. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616680674694-4OA953FBJSKQLKIMM50O/Screen+Shot+2021-03-25+at+9.55.42+AM.png WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616680653574-ECYIFRUZECDXS4SYI95Q/Screen+Shot+2021-03-25+at+9.55.30+AM.png WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616680622008-NTGH8VB0L4YQWBELEB0P/Screen+Shot+2021-03-25+at+9.54.47+AM.png WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616554126998-1R70LFOSVV8QGJ06QZNQ/Whit_main1.jpg WHIT https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616723771291-F0FJK2B11PUIBC9DA4U5/wizard_sm.png WHIT Build a profile https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616723851389-1DKPUWZINU3W8O0SFKHZ/checklist-sm.png WHIT See your personalized plan https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616723871585-3SKESUH8G09HFVAP4FLR/reminder_sm.png WHIT Get reminders https://www.monicahiggins.work/eclaims-copy daily 0.75 2022-12-29 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616756070542-GOYFIJCTVATQY2IL9NQD/styleguideMarkup-eclaims1.jpg Study permit journey lab - Starting with the user Our first step was to interview Internal IRCC processing officers and their managers to understand the processes and workflows. Once we understood the process from the officer’s point of view, we were able to have meaningful and informed interviews with recently immigrated international students, immigration representatives and international student advisors from education institutions to understand the journey from various viewpoints. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754732336-HT4ZVXASE47NY01AKY8I/003-bricks.png Study permit journey lab https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754775579-JXFHJDDAOYC9X8J1VAQU/001-repeat.png Study permit journey lab https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754811279-28OZ6CCFZOO3ITGVPJO9/001-accessibility.png Study permit journey lab https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612488636045-S3J7N8N2OPWM8159FICE/accessibilityMarkup-eclaims1.png Study permit journey lab - Keeping the client at the centre We then created personas to share with lab members and internal stakeholders to remind them of the real stories and people on the other end of applications. Journey maps documented the highs and lows of their path, who they interacted with and how they felt through the process. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612488636045-S3J7N8N2OPWM8159FICE/accessibilityMarkup-eclaims1.png Study permit journey lab - Seeking inspiration We spent time looking at the study permit experiences in other countries, comparing and contrasting the pros and cons to look for opportunities and inspiration. We also looked at everyday service experiences that managed to gracefully solve problems similar to the ones we identified during our interviews. We drew on these to then develop our ideal study permit journey - the north star. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805879330-AGPXQQVABJKSV9HLAONJ/Artboard+4.png Study permit journey lab - By separating out the task flow of an existing client (the more common flow) and a new client we were able to find efficiencies. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612804956007-SGKYM1ZOSGOA2P0F06QN/Artboard+1.png Study permit journey lab - Current process with one LONGGGG form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805562742-XKJZT4C8OT0LRRFVC9GU/Artboard+2.png Study permit journey lab - Chunked information in the form for ease of navigating on smaller devices https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612835581732-SOOS092ZLPGG0MT7YC9R/notessheet-elciamsConcepts.jpg Study permit journey lab - Planning how to get from A to Z Now that we had a dream, I worked with the Journey owner and the technical lead to plan out the steps to get closer and closer to that vision. IRCC had a ways to go. We targeted 6 main areas for improvement that we would tackle. Some required lead time to get internal stakeholders and policy aligned and some could get moving right away. https://www.monicahiggins.work/dli-portal daily 0.75 2022-12-14 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754811279-28OZ6CCFZOO3ITGVPJO9/001-accessibility.png DLI Portal https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754775579-JXFHJDDAOYC9X8J1VAQU/001-repeat.png DLI Portal https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754732336-HT4ZVXASE47NY01AKY8I/003-bricks.png DLI Portal https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616756070542-GOYFIJCTVATQY2IL9NQD/styleguideMarkup-eclaims1.jpg DLI Portal - Designing building blocks TELUS Health’s disparate products, user bases, and development stacks lead to a lot of inconsistency. The portal redesign and its components will be used as a starting point for a design system for TELUS Health products. The design of eclaims (a service within the portal) is intended to be used as a template for other services as they’re updated or added. These components were based on Material Design and customized to align with TELUS brand. This allowed for the development team to move quickly. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612488636045-S3J7N8N2OPWM8159FICE/accessibilityMarkup-eclaims1.png DLI Portal - A portal for everyone The portal should be available to practitioners, regardless of ability. In order to communicate a consistent and intentional experience for all, we produced wireframes with instructions for assistive devices and screen readers for the developers to implement. For this project, the internal development team was new to designing for accessibility so the UX designers provided a lot of additional markup, examples, training, and resources to get them started and get everyone on the same page. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805879330-AGPXQQVABJKSV9HLAONJ/Artboard+4.png DLI Portal - By separating out the task flow of an existing client (the more common flow) and a new client we were able to find efficiencies. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612804956007-SGKYM1ZOSGOA2P0F06QN/Artboard+1.png DLI Portal - Current process with one LONGGGG form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805562742-XKJZT4C8OT0LRRFVC9GU/Artboard+2.png DLI Portal - Chunked information in the form for ease of navigating on smaller devices https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612835581732-SOOS092ZLPGG0MT7YC9R/notessheet-elciamsConcepts.jpg DLI Portal - Heading in the right direction? We made sure to check Once we felt we had a clean, low-fidelity concept of the key task of claim submission, we scheduled some practitioners to see if they could intuitively and speedily walkthrough it. These sessions were done remotely using zoom conferencing and screen sharing. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792922206-64P5VP16J42R6FO8XZZO/eClaims-headline.jpg DLI Portal https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791733887-6HEN5PYKSQ0YL2SNQHH3/Service+info+-+eclaims.png DLI Portal New claim workflow - Step 3: Service information https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792585717-SH7Q7HYK7N83HBODK6RC/support+-+eClaims+copy.png DLI Portal Support panel https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792751150-W30WZJFHRC307MH2YGIU/Claimsmain-eClaims+copy.png DLI Portal All claims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791491762-8A9FM58PLOQLAAQF67WG/Notifications-eclaims.png DLI Portal Notifications panel https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791941224-HN5TG1PXXP9N12M3M183/claimaccepted-+eclaims.png DLI Portal Claim accepted https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791422342-KP4ZAVFGZECPZG9G3L1F/myaccount-eclaims.png DLI Portal My account menu https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798934168-82CJTRWNXM4FLKGQDEOC/eClaims-mobile-claims.jpg DLI Portal https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798345719-T8UR596N0SVFPG8R5POM/eClaims-mobile-home.jpg DLI Portal Home https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798767468-AL5W3QJERQ9COV6FH3TU/eClaims-mobile-claimaccepted.jpg DLI Portal Claim accepted https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798449258-V80FQURLZMMCNOBUXATZ/eClaims-mobile-scan.jpg DLI Portal Scan insurance card https://www.monicahiggins.work/study-permit-extension-form daily 0.75 2022-12-20 https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754775579-JXFHJDDAOYC9X8J1VAQU/001-repeat.png Study permit extension form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754811279-28OZ6CCFZOO3ITGVPJO9/001-accessibility.png Study permit extension form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616754732336-HT4ZVXASE47NY01AKY8I/003-bricks.png Study permit extension form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1616756070542-GOYFIJCTVATQY2IL9NQD/styleguideMarkup-eclaims1.jpg Study permit extension form - Designing building blocks TELUS Health’s disparate products, user bases, and development stacks lead to a lot of inconsistency. The portal redesign and its components will be used as a starting point for a design system for TELUS Health products. The design of eclaims (a service within the portal) is intended to be used as a template for other services as they’re updated or added. These components were based on Material Design and customized to align with TELUS brand. This allowed for the development team to move quickly. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612488636045-S3J7N8N2OPWM8159FICE/accessibilityMarkup-eclaims1.png Study permit extension form - A portal for everyone The portal should be available to practitioners, regardless of ability. In order to communicate a consistent and intentional experience for all, we produced wireframes with instructions for assistive devices and screen readers for the developers to implement. For this project, the internal development team was new to designing for accessibility so the UX designers provided a lot of additional markup, examples, training, and resources to get them started and get everyone on the same page. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612804956007-SGKYM1ZOSGOA2P0F06QN/Artboard+1.png Study permit extension form - Current process with one LONGGGG form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805562742-XKJZT4C8OT0LRRFVC9GU/Artboard+2.png Study permit extension form - Chunked information in the form for ease of navigating on smaller devices https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612805879330-AGPXQQVABJKSV9HLAONJ/Artboard+4.png Study permit extension form - By separating out the task flow of an existing client (the more common flow) and a new client we were able to find efficiencies. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612835581732-SOOS092ZLPGG0MT7YC9R/notessheet-elciamsConcepts.jpg Study permit extension form - Heading in the right direction? We made sure to check Once we felt we had a clean, low-fidelity concept of the key task of claim submission, we scheduled some practitioners to see if they could intuitively and speedily walkthrough it. These sessions were done remotely using zoom conferencing and screen sharing. https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792922206-64P5VP16J42R6FO8XZZO/eClaims-headline.jpg Study permit extension form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791422342-KP4ZAVFGZECPZG9G3L1F/myaccount-eclaims.png Study permit extension form My account menu https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791491762-8A9FM58PLOQLAAQF67WG/Notifications-eclaims.png Study permit extension form Notifications panel https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792585717-SH7Q7HYK7N83HBODK6RC/support+-+eClaims+copy.png Study permit extension form Support panel https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791941224-HN5TG1PXXP9N12M3M183/claimaccepted-+eclaims.png Study permit extension form Claim accepted https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612791733887-6HEN5PYKSQ0YL2SNQHH3/Service+info+-+eclaims.png Study permit extension form New claim workflow - Step 3: Service information https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612792751150-W30WZJFHRC307MH2YGIU/Claimsmain-eClaims+copy.png Study permit extension form All claims https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798934168-82CJTRWNXM4FLKGQDEOC/eClaims-mobile-claims.jpg Study permit extension form https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798767468-AL5W3QJERQ9COV6FH3TU/eClaims-mobile-claimaccepted.jpg Study permit extension form Claim accepted https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798449258-V80FQURLZMMCNOBUXATZ/eClaims-mobile-scan.jpg Study permit extension form Scan insurance card https://images.squarespace-cdn.com/content/v1/600cda320eec4a7d050ec3f1/1612798345719-T8UR596N0SVFPG8R5POM/eClaims-mobile-home.jpg Study permit extension form Home