Blue Cross Blue Shield
Redesigning Legacy Healthcare Tables for Faster, Error-Free Workflows
Legacy claims system slowed down workflows, introduced compliance risks, and frustrated agents across five states.
Brief Summary
UX/UI Product Designer.
Owned table redesign and workflow modernization.
Key Solutions
Expandable tables (no horizontal scrolling)
Data prioritization with progressive disclosure
Master "expand all" for batch processing
Project Constraints
Legacy tech
HIPAA compliance
User resistance
Impact
40% faster (8 min → 4.8 min per claim)
60% fewer errors
100% HIPAA compliant (eliminated external notes)
50% faster onboarding
Business Context
Hundreds of agents processing claims daily at largest US customer-owned health insurer. Years of patchwork updates created cluttered, error-prone system. Agents copied sensitive data to personal notes just to keep track, creating serious HIPAA violations.
Core Challenges
Poor Information Architecture
Inconsistent terminology and unclear hierarchy made simple tasks unnecessarily complex.
Unusable Data Tables
Wide horizontal scrolling forced agents to lose context, slowing work and increasing errors.
Compliance Risks
No copy/paste functionality forced agents to create external notes with sensitive patient data.
Horizontal Scroll
Constraints Overcome
Technical:
UI framework limitations, legacy database structure,
design asset fragmentation
Human:
Agent resistance, stakeholder scope creep, tight timelines
Process
Research:
Shadowed 5-10 agents across states, created workflow maps
User Journey
[1. Login]
Slow load times, outdated UI
↓
[2. Search for Member]
Name-only search, long result lists
↓
[3. Select Member]
Inconsistent labels, uncertainty
↓
[4. Navigate to Claims Table]
Long scroll, details buried
↓
[5. Review Claim]
Horizontal scroll, lost context
↓
[6. Cross-Check Info]
Switch windows, personal notes (HIPAA risk)
↓
[7. Submit Claim]
Re-check fields, slow and error-prone
User Journey
Design:
Led workshops to identify essential vs non-essential data. Iterated from inline scroll to grouped fields to expandable rows. Added master "expand all" for batch processing.
Here Are a Few Iterations
Frozen Columns
Enabled freezing critical columns on left as users scrolled horizontally.
Iteration 1: Frozen Columns
Draggable Columns
Another approach involved adding drag-and-drop functionality to reorder and customize which columns were visible, reducing
scrolling requirements.
Iteration 2: Draggable columns
Expandable Cards
In iteration three, claims were displayed as scannable cards with the most vital details shown upfront in the closed state. Less critical but still important fields were placed in a secondary row. Agents could expand cards to reveal the full table, eliminating horizontal scroll while retaining the familiar layout.
Iteration 3: Expandable cards
Agent testing showed expandable rows preserved context better.
Testing:
Weekly/biweekly prototype testing. Expandable rows validated as fastest solution.
Initial hesitation:
“I’m not sure if this new table will work.”
“Where’s [X] field?”
“Can we include [X] field?”
After clarification, agents found tasks faster and easier to scan
“Expand All” built trust by showing no data was lost
Quotes from users
Collaboration:
12-person cross-functional team
Designers
Researchers
BAs
PMs
Devolopers
Stakeholders
Workflow Transformation
Before: 12 steps, 8 minutes average, manual notes
After: 9 steps, 4.8 minutes average, integrated help
Old Workflow
12 Steps | 8 Minutes Average
[Login]
[Select Member Record Option]
[Search for Member]
[System Pulls Up List]
[Select Member]
[Member File Appears]
[Scroll to Bottom Table]
[Locate Correct Line Item]
[No Copy/Paste]
[Save Info in Personal Notes]
[Switch Between Windows]
[Repeat Scroll/Re-Check]
[Submit Claim Decision]
Result: Slow, error-prone, compliance risk
New Workflow
9 Steps | 4.8 Minutes Average
[Login]
[Select Member Record Option]
[Search for Member]
[System Pulls Up List]
[Select Member]
[Member File Appears]
[Claims Table w/ Expandable Rows]
[Copy Functionality + Consistent Labels]
[Review and Confirm]
[Submit Claim Decision]
Result: Faster, fewer errors, HIPAA compliant
Old Workflow vs New Workflow
Impact Summary
Breakdown
Key Design Decisions
Data Prioritization Strategy
Workshops identified essential data. Designed expandable rows with priority info upfront, secondary details on chevron click. Added master "expand all" for batch work.
Expandable Tables over Horizontal Scroll
Testing proved expandable rows improved efficiency without losing data access.
Phased Modernization
Stakeholders wanted full visual overhaul. Negotiated phased approach: functional improvements first, visual updates later.
Enhanced Table
A Closer Look
Results
40% faster
task completion
(8 min → 4.8 min)
85% satisfaction
onboarding cut
from 4 weeks to 2
Eliminated HIPAA risk
Compliance
60% fewer errors
when processing claims
Future Plans
Design System Expansion
Standardize across all modules with updated components: chips, alerts, toasts, modals, and accessible color palette. Goal: create a unified experience across the entire system.
Agent Support Enhancements
Inline tips and guided flows for onboarding and daily tasks, reducing training time and improving adoption.
AI-Driven Tools
Expand beyond chatbot support toward predictive claim suggestions, error flagging, and intelligent document interactions to speed up decision-making.
Reflections
Surprise
Stakeholders often knew they wanted “something new and modern” but weren’t always sure what that meant. Their feedback could be vague (“I don’t like this, but not sure why”), which required deeper conversations. PMs were supportive, and checking with developers early ensured feasibility.
Challenge
Managing agent resistance was the hardest part. Enterprise users are deeply accustomed to their workflows, and many didn’t initially want to change.
Learning
Change management is as critical as design. People need support, reassurance, and clear reasons behind decisions to adopt new systems with confidence.
Growth
I learned the value of frequent check-ins, iterative feedback, and avoiding “grand reveals.” Building trust with stakeholders and fostering strong relationships across the team were just as important as the interface we delivered.