This case study explores our transition of an internal health insurance claims processing tool from a static data table to an expandable card interface. Using the Double Diamond Model, we investigated the needs of our claims processing specialists, who require quick access to detailed policy and client data.
Role
UX/UI Product Designer
Tools
Sketch
InVision
Industry
Health Insurance
Overview
Challenge, Objective, and Results
Challenge
The Problem
The operators struggled with the horizontal scrolling needed to see all the information in the data table.
Objective
Our Goal
Redesign the outdated data table into a user-friendly, scalable interface that allows quick access to key information.
Results
Our Findings
50% of users rated the new interface as "very intuitive"
A Closer Look at the
Original Table and Its Pain Points
And Here's a Look
At the Original Table in Action
Iteration 1
Freeze Columns
Key Details Persistently Visible
Enabled freezing critical columns on left as users scrolled horizontally.
Iteration 2
Draggable Columns
Another approach involved adding drag-and-drop functionality to reorder and customize which columns were visible, reducing scrolling requirements.
Iteration 3
Data Cards
This modern, card-based approach displayed high-level information upfront within scannable card components. Each card could then expand on demand, utilizing progressive disclosure to grandfather in the familiar table layout with all available columns and rows.
Here's What We
Landed on
Learning from Experience,
Looking Ahead
The redesign from static table to expandable card format successfully addressed user pain points and organizational goals. Despite initial apprehension, users quickly adapted and appreciated the improved workflow. By balancing information density with a clean interface, we significantly reduced task times. This project demonstrated the value of user-centered design in enhancing internal tools, even when guiding users toward streamlined, initially unfamiliar solutions. The new flexible foundation positioned us well for future adaptations and maintaining an efficient claims processing workflow.