Creating Admin Tools for Better Team Oversight & Control
Project Timeline:
8 months
My role:
UX Researcher, Design Strategy, Product Designer
Tools:
Figma, Notion, Adobe CC
Overview
This startup supports health insurance agents in the United States by simplifying how they communicate insurance information to their clients. The platform offers brokers and agencies a comprehensive view of the small group health insurance landscape, enabling informed decision-making.
Problem Statement
What We Were Solving For
Admin-level Insurance Advisors and General Agents lacked real-time data and tools to manage users, employer groups, and broker activity, creating inefficiencies that hindered sales and operations. Large GAs, structured with admins, agents, and assistants working under one agency, needed a unified product that catered to the distinct priorities of each role. Role-based access was essential to ensure users could focus on their responsibilities while maintaining a streamlined and cohesive system.
Why This Problem Was Important
General Agents (GAs) faced challenges due to limited real-time data, leading to inefficiencies, missed opportunities, and difficulties adapting in a competitive market. With large GA organizations composed of diverse roles—admins, agents, and assistants—role-based access was necessary to address each group’s unique needs while ensuring functionality within a single platform.
Research & Discovery
Research Methods
I inherited a wishlist of features and personas from the founder’s industry research. However, when probing deeper, it became clear there was no concrete understanding of the target users. To address this, I conducted thorough qualitative and quantitative research to gain insights into workflows, challenges, and goals.
User Interviews and Generative Research:
Conducted interviews with health insurance admins and brokers to uncover workflows, pain points, and expectations.
Identified challenges such as navigating complex admin tools, balancing security and usability, and managing hierarchical team structures.
Competitive Analysis:
Analyzed platforms like Monday.com, Asana, and Zendesk to identify best practices and pitfalls in role-based access systems.
Focused on intuitive user permissions, streamlined team management, and secure handling of sensitive data.
Based on the insights gathered, I crafted two personas that represent our key user groups. Additionally, I laid out a diagram to highlight the commonalities and differences among these distinct groups.
Key Findings
High Learning Curve: Admin tools required significant time and effort to master, slowing adoption.
Regulatory Focus: Data security was a top priority due to strict compliance requirements.
Workflow Efficiency: Users needed tools to reduce manual processes.
Role-Specific Needs: Distinct permissions for admins, agents, and sub-agents were critical for productivity.
Team Management: Admins sought better tools for assigning roles, managing permissions, and monitoring activity.
Design Solution
I developed a role-based access control (RBAC) system tailored to brokers' needs, providing flexibility while aligning with organizational hierarchies.
Roles Designed
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Admin only
Manages users without brokering responsibilities.
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Admin/Agent
Combines admin tasks with brokering responsibilities.
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Agent Only
Focuses solely on brokering.
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Sub-Agent
Assists agents with limited permissions.
Core Features
User Management: Assign/reassign users to employer groups.
Group Management: View and filter employer groups with assigned agents.
State and User Licenses: Manage compliance and licensing.
Monitoring and Auditing: Dashboards for tracking activity and permissions.
Intuitive Workflow: Guided demos for new users.
Notable Changes
Following two rounds of usability testing, I implemented key adjustments:
Dashboard as Homepage: Centralized topline stats and admin tools.
Visual Data Charts: Added carrier data visualization with Q1-Q4 charts.
Proxy Access: Moved “Access as Agent” to the admin dashboard for better discoverability.
Streamlined User Assignment: Introduced guided flows for assigning users post-purchase.
Challenges and Iterations
Performance Stats: Full proxy mode was delayed due to reliance on consistent data.
Scoped Functionality: Limited “Access as Agent” to dashboard interactions in phase one.
Read-Only Group Management: Ensured visibility while minimizing development complexity.
Deferred Features: Postponed the Admin-Only role to focus on high-priority needs.
Measuring Success: KPIs
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Adoption Rates
Monitored how many admins used role-based permissions.
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Task Efficiency
Measured time to assign roles and manage groups.
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Error Reduction
Tracked usability improvements in workflows.
Validation
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Usability testing showed a 90% task completion rate in phase two.
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Measured time to assign roles and manage groups.
Future Steps
Expand Proxy Mode: Enable full agent-level interaction for admins.
Introduce Admin-Only Role: Address specific management needs.
Enhance Performance Stats: Integrate contracts/documents capabilities.
Iterative Refinements: Continuously refine features based on user feedback.
Conclusion
By focusing on user insights, I developed a scalable role-based permissions system that streamlined workflows and improved usability. Key design decisions prioritized high-impact features while laying the groundwork for future enhancements. The project achieved a 90% task completion rate and introduced reusable design components, ensuring scalability and consistency for future iterations.