Blue Cross Blue Shield
How I Improved Agent Experience by Replacing a Buried FAQ with a Help Center
Agents couldn't find help when needed. FAQ buried under "Directory" label led to HIPAA violations and slow onboarding.
Brief Summary
UX/UI Product Designer
Led Help Center design and creation.
Key Solutions
Searchable, accessible Help Center
Clear labeling and intuitive information architecture
Support resources within workflow
Roadmap for AI chatbot integration
Project Constraints
Legacy system limitations
Compliance
Time
Impact
100% elimination of external help docs (HIPAA compliant)
Reduced training costs - less shadowing and 1:1 trainer hours required
50% faster onboarding (4 weeks to 2 weeks to full productivity)
35% fewer support tickets - agents now self-serve instead of interrupting colleagues
Business Context
New agents took 4 weeks to become productive. Even experienced agents struggled to find policy information. The FAQ was labeled "Directory" and buried deep in navigation. Most agents didn't know it existed.
Without accessible help, agents kept personal notes with claim examples (HIPAA risk), called colleagues repeatedly (workflow interruption), and made errors from outdated knowledge.
Core Challenges
Discoverability Issues
FAQ labeled "Directory" instead of "Help." Agents searching for support couldn't find it.
Buried Resources
Help documentation 4-5 clicks deep, impractical during active
claim processing.
Compliance Risks
Without accessible help, agents saved policy info externally, creating
HIPAA violations.
Onboarding Bottleneck
No self-service learning. Required extensive shadowing and
colleague interruptions.
Original "FAQ" Section
Constraints Overcome
Technical constraints
Legacy system architecture, limited modern functionality
Human constraints
User habits, stakeholder expectations for quick wins
Process
Research
Interviewed 8 agents (3 months to 10+ years experience)
Reviewed help systems in similar enterprise applications
Workshops with training and compliance teams
Agent Help-Seeking Journey (Steps + Pain Points)
1. Encounter Question During Claim Processing
Pain: Workflow interrupted
↓
2. Try to Remember Training
Pain: Information overload, outdated knowledge
↓
3. Search Navigation for Help
Pain: "Directory" label unclear, 4-5 clicks deep
↓
4. Give Up, Write Personal Note
Pain: HIPAA violation, external documentation
↓
5. Or Call Colleague
Pain: Disrupts others' work, inconsistent answers
↓
6. Return to Claim (Uncertain)
Pain: Reduced confidence, potential errors
Outcome:
No self-service support • HIPAA risk • Slow onboarding
User Journey
Design:
Audited FAQ content, created clear taxonomy
Explored: persistent icon vs contextual panels vs standalone center
Decision: Combined approach (icon + searchable center + roadmap for contextual help)
4 main categories: Frequently Asked Questions and Recent Searches
Here Are a Few Iterations
Stakeholder's Vision: Help Center
Initially, the help center will feature FAQs. Subsequent sprints will introduce additional elements, including an AI chatbot, support features, and more.
Help Center
Stakeholder's Vision: Icons
To enhance navigation clarity, we introduced new icons for key functions. Specifically, we added visual cues for the Application Switcher, Help Center, and Sign Out actions. These icons aim to improve user orientation and streamline access to essential features within the interface.
Help Center Icons
Iterations: Lo-fi
We explored two distinct approaches to improve information accessibility. The first design incorporated a search bar alongside clickable topic selections, offering users multiple pathways to find answers. The second iteration focused on a streamlined FAQ filter system, allowing users to quickly narrow down relevant information.
Lo-fi interations
Iterations: Hi-fi
We implemented the design featuring a search bar with clickable topics, as it proved more intuitive and aligned better with our vision for the help center. This approach offered users flexibility in finding information, catering to both those who prefer direct search and those who navigate by browsing categories.
Hi-fi interation
Dimensions: Screen Size
We design our screens with a minimum width of 1080 pixels, catering to the majority of modern devices, and considering that none of our team members use devices with screens smaller than 1080 pixels.
Dimensions: 1080 px
Iteration 3: First Deliverable
Users can easily access the FAQs by clicking on the "?" icon, which opens an FAQ overlay. This feature aims to provide quick answers to common questions, improving overall usability and user satisfaction.
Iteration 3: First deliverable
Iteration 4: New PainPoints
While the new help center menu received praise, user tests uncovered an issue: it obstructed the view of vital material, prompting adjustments to preserve an unobstructed user experience.
Iteration 4: New Painpoints
Iteration 5: Drawer
To address the view obstruction issue, we implemented a strategic shift from an overlay to a sliding drawer for the help center. Additionally, we ensured the content remains responsive and adaptive to the drawer's sliding-out action, preserving visibility of crucial information on the main page while providing a user-friendly experience.
Iteration 5: Drawer
Testing:
Tested with 5 agents (2 new, 3 experienced)
Tested with 5 agents (2 new, 3 experienced)
Initial feedback:
"What does this icon [copy icon] mean?"
"Can I search by claim type?"
"Too many categories, feels overwhelming"
Iterations made:
Simplified from 6 to 4 main categories
Added visual step-by-step guides
Implemented natural language search
Created "Quick Reference" section for common tasks
Quotes from users
Collaboration:
12-person cross-functional team
Designers
Researchers
BAs
PMs
Devolopers
Stakeholders
Phased Rollout
Launch Help Center with search and categories
Track usage to identify content gaps
Add contextual tooltips (future)
AI chatbot integration (future)
Key Design Decisions
Persistent Access Help icon always visible in header. Agents can access support without losing context.
Natural Language Search System understands agent terminology, not just technical jargon.
Progressive Disclosure Quick Reference for common tasks, expandable details for complex scenarios.
A Closer Look
Results
100% elimination
of external help docs
(HIPAA compliant)
50% faster onboarding
(4 weeks to 2 weeks
to full productivity)
35% fewer support tickets
agents now self-serve instead of interrupting colleagues
Reduced training costs
less shadowing and one-on-one trainer hours required
Future Plans
We successfully delivered a well-received help center, earning stakeholder approval for its functionality and design. Future plans include expanding the FAQ, implementing AI, and adding new features. While some proposed enhancements are pending, we effectively integrated existing guides and screenshots to enhance the user experience.
Content Expansion
Video tutorials for complex workflows, state-specific help sections for policy variations.
Contextual Support
Inline tooltips and guided flows within claim processing screens to reduce interruption.
AI Integration
Move beyond static FAQs toward conversational AI that understands context and provides personalized guidance based on agent role and experience.
Reflections
Surprise
Even 10+ year veterans didn't know the FAQ existed because of the "Directory" label. This reinforced how critical clear, intuitive labeling is, especially in systems where users have established workarounds.
Challenge
Balancing comprehensive content with simplicity. Agents wanted everything accessible but felt overwhelmed by too many options.
Learning
Information architecture (IA) isn't just about organization. It's about making resources findable exactly when users need them. Help should be persistent and contextual, not buried in menus.
Growth
This project strengthened my focus on IA and content strategy as foundational UX skills. I learned that successful enterprise design requires understanding not just user workflows, but also how people seek help when those workflows break down.