Existing CRM service platform at Humana was based on a classic design, which posed challenges in terms of outdated UI, lack of consistency, and limited scalability that all led to a clunky user experience.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.
Made sure that the procedure code screen is up to UI SD Lightning standards. Created a completely novel screen to use in the Lightning CRM Service that improves upon the old procedure screen design by optimizing the users ability to use any required filters and search through and find the necessary items through a procedure code search. The procedure code screen designed by me here allows the user far more affordability and for this reason is the current design in use in the CRM Service.
Interaction Panel
For this design task, I prototyped 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.
In redesigning the CRM Service Platform, a non-obtrusive panel was crafted for Humana agents to log call interactions. Through collaborative user flow analysis with Product Owners, multiple designs were proposed, optimizing screen real estate. The chosen design ensures vital information remains visible, providing an efficient and elegant solution.
Process History Screen
Results: The design changes improved Humana's CRM Service Platform, enhancing usability and navigation for internal agents, leading to better customer service. The updates also created a more consistent and scalable design system, and my advocacy for best practices improved UX maturity.
Challenges: Without user testing, I relied on user-centered design principles and heuristics to address design challenges.
Conclusion: As one of two designers, I ensured a smooth transition from the classic platform to Salesforce Lightning.
Karam Singh
Product Designer & UX
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