Digital customer portal
Enhancing the search experience for enterprise portal
COMPANY
AF Group
ROLE
Product Designer
UX Researcher
What I did
User research
Design critique
Product design
Usability testing
YEAR
2023
The goal was to revolutionize the user lookup process for AF Group's service center employees to reduce response time, enhance accuracy, and empower them to efficiently handle high-volume requests seeking critical information.
Timeline
From explorations to final designs in 5 months while working with multiple projects at the same time
Background
Digital customer portal (DCP) is the main portal that allows multiple users like Agents, Policyholders, Injured workers, Vendors, Internal employees to perform tasks pertaining to claims filed by injured workers/ businesses.
This category details the step-by-step approach taken during the project, including research, planning, design, development, testing, and optimization phases.
Research & Planning
Conducted market research to identify existing scheduling challenges and user preferences. Defined target audience segments and outlined key features based on user needs and market trends.
Design & Prototyping
Collaborated with designers to create intuitive user interfaces and interactive prototypes. Iteratively refined designs based on user feedback to enhance usability and visual appeal.
Implementation
Leveraged agile development methodologies to build the scheduling app from the ground up. Prioritized feature development based on user feedback and technical feasibility. Implemented AI algorithms to analyze user behavior and optimize scheduling recommendations.
Testing & Optimization
Conducted rigorous testing across various devices and platforms to ensure compatibility and performance. Gathered user feedback through beta testing and iteratively optimized the app based on usability metrics and user satisfaction.
The resulting AI-powered scheduling app offers a seamless user experience, allowing individuals and businesses to effortlessly manage their schedules. Key features include:
Intelligent Scheduling
AI algorithms analyze user preferences, availability, and priorities to generate optimized schedules.
Calendar Integration
Seamless integration with popular calendar platforms such as Google Calendar and Outlook, ensuring synchronized scheduling across devices.
Personalization
Customizable settings allow users to tailor scheduling preferences and priorities to their unique needs.
Here, the outcomes and achievements of the project are highlighted, including user feedback, adoption rates, and industry recognition.
Increased Efficiency
Users report significant time savings and improved productivity through optimized scheduling recommendations.
Positive User Feedback
High user satisfaction ratings and positive reviews highlight the app's intuitive interface and powerful AI capabilities.
Growing User Base
The app quickly gained traction among individuals and businesses worldwide, with a steady increase in user adoption and engagement.