Existing CRM service platform at Humana was based on a classic design, which posed challenges in terms of outdated UI, lack of consistency, and limited scalability that all led to a clunky user experience. The transition to the Salesforce Lightning version required a complete overhaul of the platform's design, including disconnected design changes brought to me by product owners.
Scope:
I was responsible for a significant portion of the design work. I led the design efforts, collaborating closely with product owners, product managers, and developers. I not only executed design changes but also provided vital strategic input, argued for best practices, and ensured consistency in the design system being used. I also contributed to the company's design library, making the design system more robust by adding new components, thereby allowing future designers to work more efficiently.
Screens:
Payment Flow
For this design task, I was required to prototype the user flow of how a Humana Internal Agent would go about adding a new form of payment for a plan member. In order to create this prototype that effectively communicated the s process the Humana Agent would go through I had to work closely with my product owners to understand the user flow and then leverage my ability in Figma to prototype the flow.
To illustrate my work I have included screenshots of screens below that showcase the design changes I made, with annotated explanations highlighting improvements made to user flow and navigation of the CRM Service Platform.
Screens:
Payment Flow
For this design task, I was required to prototype the user flow of how a Humana Internal Agent would go about adding a new form of payment for a plan member. In order to create this prototype that effectively communicated the s process the Humana Agent would go through I had to work closely with my product owners to understand the user flow and then leverage my ability in Figma to prototype the flow.
