Sun Life

At Sun Life, I have worked in several projects to improve user experience and modernize legacy secure sites for extended health benefits. In addition, I have focused on creating accessible designs for the new Canada Dental Care Plan that has been used by 2 million Canadians so far and expected to reach to 9 million users by end of 2026.

a simple confirmation

A project to update and improve some legacy systems.

How complicated could it be to get your insurance claim submitted? How do you know if your claim is submitted? These are valid questions for anyone submitting an insurance claim. Clients at Sun Life felt the need to call their customer service center as often as they felt with each claim they tried to submit. They were often not sure if their claim was received. They were not sure how much they would receive from their claim. They were not sure when they would receive their claims money.

$7 per minute was the call center cost at Sun Life, too costly to send any users for a simple solution.

How you design visuals can help your customers understand the action they conduct.

Before:

The design at Sun Life claims confirmation page was too wordy and confusing to the customers. Resulting in many calls to customer service center.

After:

I designed the screens to include only the necessary message as clearly as possible. A simple confirmation icon provided a visual confirmation immediately. I ensured to include the amount they would receive clearly and visibly. Explaining to the clients what is to come next added an extra layer of information that helped clients.

Testing was at the heart of my project to validate every bit of work I had done. At every intersection, I tested to understand what exactly the problems were and what the clients needed from a confirmation page. An A/B testing resulted in the difference between before and after.

I asked users how confident they were when they faced the old designs when submitting a claim. The testing showed the current designs had some mixed bag of results.

I asked the same question to users but this time using the new designs. With the new designs testing at 100% confidence, it was clear there were no more confusions.

NEXT- CDCP

Canada Dental Care Plan

Details available upon request.

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