Where it started

Goal is to establish digital journeys for each individual form and review the requirements to refresh the potential changes.

A substantial amount of forms needs to go through a digitisation process for more efficient processing internally.

Discover

Evaluation of 20 forms from various departments having no relevance to one another was used for phase 1.

I decided to analyse the given forms to find any potential similarities.

I found that member information, supporting or required documentation, terms and conditions or a declaration was the more consistent sections for the majority of forms.

What was wrong

Each form touches a different department and with some many people involved getting reviews done on designs was challenging.

Additionally reviews are done with the internal team and only then external business environment, however there is no clear introduction or clarification on who is who and what the process should be resulting in showing work to the incorrect people first. This resulted in expectations that dev was not able to deliver on and what can realistically be delivered on time.

Technology limitations meant various forms were not able to be as advanced as they could have been resulting is less than ideal user experience.

Challenges faced

Permanent member information changes in the journeys was not possible for examples email or number and could only be temporarily used for the specific journey as the member detail changes was in itself a separate digital journey.

The technology used to create the forms had various limitation that required a few component and UX element reworks in order to suit what building capabilities were available.

More intuitive backend integration was also not possible within the time frame for each form. As an example claims information of the member is available in the environment however more time is required to return claims information thus even though the form is digitised it’s somewhat manual.

Initial changes to create more standardised steps or screens resulted in a lot of back and forth with the various departments and to create a middle ground that everyone is comfortable with.

Define

I standardised the landing and outcome pages of the forms which would then only have copy change relevant to the form.

I then created a default flow for journeys with member information being this first section that is always required. Following with the general content of the various forms which could result in multiple steps. Second to last is required or suggested documents to support the form content. While the last is the agreement to terms and conditions or a declaration.

The landing, tree steps of the journey flow and outcome was then standardised with only copy changes creating consistency and making things easier to dev.

Overcoming challenges

Alternative designs were created when limitations were highlighted in design review with dev. The specific limitation were not resolved in phase 1 or 2, however they are backlogged as future improvements to create even better UX.

How it’s still going

Multiple phases will be required to complete all the forms however from design and the basic journey is complete. Forms are also prioritised based on usage.

Every time a new form is required the content sections need to be designed and discussed as the other sections only need copy changes.