A company-wide portal revamp

Client: The Hartford Timeline: 10 months Year: 2022

About The Company

The Hartford is a leader in property and casualty insurance, group benefits, and mutual funds. The company is widely recognized for its service excellence and sustainability practices. The teams work in an agile, collaborative, and fast-paced environment. During my time at The Hartford, I was a digital UX designer who could efficiently switch between projects and perform specific tasks in real-time based on customer feedback.​

I joined the Hartford Product Design team in 2021 to compose cutting-edge concepts for a wide range of projects, from mobile-first, responsive websites to complex business systems. I partnered with a variety of UX team members, business SMEs, and digital product owners to develop original interactions and experiences, from low-fidelity concepts to production-ready and high-fidelity visual designs.

The Project Overview

The auditing team relied on a fragmented system of disconnected multiple applications and repetitive logins built in 1998, creating significant inefficiencies and frustration. Each audit task required juggling multiple tools with separate credentials, resulting in wasted time and a steep learning curve for new users. The objective was to replace this outdated system with a cohesive, intuitive platform that auditors could rely on for seamless and efficient task management.

The Design Process

Understanding User Needs

To truly understand the problem, I started by talking to the people who knew the system best: the product owners and the users themselves. Listening to their stories, I learned about the specific challenges they faced and their hopes for a better solution. This discovery phase highlighted the critical need for:

• Accessibility

• Simplicity

• Consistency in supporting auditors who predominantly use desktop environments with keyboard and mouse interactions.

By developing comprehensive user personas, I gained a nuanced understanding of how auditors worked and their reliance on data-heavy tools. This foundation ensured the redesign addressed their specific workflows and expectations.

Design Approach: Accessibility and Simplicity

I took accessibility as a central to the design strategy. Recognizing that most users were experienced keyboard and mouse operators, the interface was tailored to optimize navigation and usability for these tools. Keyboard shortcuts and intuitive navigation paths were embedded to ensure seamless interaction.

Another cornerstone of the approach was simplicity. Given the users’ familiarity with the legacy system, the new design aimed to retain familiar elements while introducing modern enhancements. This balance minimized the learning curve and fostered quicker adoption. Complex data sets were presented through streamlined dashboards and interactive tables that emphasized clarity and usability.

Iterative Development and Prototyping

To ensure the solution aligned with user needs, the design process followed an iterative model. Wireframes and prototypes were tested with real users, enabling continuous refinement based on their feedback. This iterative approach ensured that the final design was both user-centric and aligned with business objectives.

Enhancing Efficiency with Role-Based Authentication

A key enhancement to the system was the implementation of role-based authentication. This feature empowered higher-level authorities to manage specific tasks, streamlining workflows and enabling efficient delegation. This addition improved usability and increased operational scalability within the audit process and one application.

Agile Integration

I collaborated closely with developers, product owners, and stakeholders, operating within an Agile development framework. Deliverables were structured into incremental sprints, ensuring flexibility and alignment with project goals. This approach facilitated timely adjustments and maintained momentum toward the ambitious launch deadline.

The Outcome

The redesigned audit system was successfully launched in December 2022, delivering transformative improvements:

• Single Sign-On: Simplified access by consolidating multiple logins into one.

• Unified Interface: Integrated previously fragmented tools into a cohesive platform.

• Enhanced Accessibility: Optimized for desktop users with intuitive keyboard and mouse interactions.

• Efficient Role Management: Introduced role-based authentication for improved task delegation.

• Data Visualization: Presented large datasets through user-friendly dashboards and tables.

The auditors reported increased efficiency and a significant reduction in task complexity. Positive feedback emphasized the intuitive design and the improved user experience.

Reflections

This project described my passion for working in UX design: the opportunity to enhance an individual’s workday, making it easier and more productive. By prioritizing the auditors' needs and adhering to principles of accessibility and simplicity, the team and I developed a system that not only met organizational goals but also genuinely improved the user experience. Projects like these inspire me to continue designing with empathy and purpose.