During my employment at the National Council on Compensation Insurance (NCCI), I was responsible for the design of over thirty web based applications serving the workers compensation insurance industry. My most challenging project was the consolidation of several existing products into one easy-to-use interface.
The workstation was redesigned based on a the processes when underwriting a policy. Through customer interviews the research collected defined a clear path of how the functions should be featured and catagorized.
The redesigned product was well recieved; Nine out of ten customers were extremely satisfied with the redesign. Optimization of common tasks attributed to a significant increase in revenue well over $1,200,000 annually and customer service reported a decrease in calls by 35%.
The workstation became the foundation for all corporate application development. The standards created from this project covered every aspect of the user experience. Developers use the standards to design navigation structures, messages/alerts, information presentation and user interaction.
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