U.S. Department of Labor LEAD Dashboard

Web

Dashboard to monitor the quality and timeliness of COVID-related cases.

PROBLEM SPACE
Claims Examiner Supervisor (CE Supervisors) need a streamlined way to complete LEAD (Leader’s Efficiency Accountability Database) Reviews for their team on a monthly basis. Increasing the timeliness of case feedback cycles and overall improving CE performance.

SOLUTION
Take their current process and bring it into the ECOMP system with improved functionality to increase productivity and efficiency for this essential managerial task.

MY ROLE
Product Design, User Research, Prototyping, Client Presentations, and Product Management.

Sole designer across a multidiscipline team of 20+ collaborators and stakeholders.

DURATION
Six months, February 2022

TOOLS
Sketch & InVision

understanding supervisors

Claims Examiner Supervisor (CE Supervisors) are responsible for their team of Claims Examiners (CE). All of whom manage the vital task of reviewing claims that enter the Office of Workers Compensation Program (OWCP). To ensure their staff upholds the agency’s mission to provide high quality and timely case reviews, they have LEAD (Leader’s Efficiency Accountability Database) Evaluations where supervisors can review their team’s individualized work monthly.

Through three rounds of user interviews, I was able to map the current process, pain points, and goals of the CE Supervisors in their evaluation process.

shared pain points + goals

Navigating multiple digital tools to complete their team’s evaluations is difficult and time-consuming.
Monitoring monthly case availability across their team can be fragmented and frustrating.

key findings

Notification of Case Availability = More Work Completed Faster.

How can we provide the CE Supervisors with a tool that shows them exactly which reviews are ready to begin?

what should we build?

Supervisors were brand new users within the system. This required high-level care and attention to ensure their processes would be seamlessly transferred into the system. After user interview sessions, I built a robust user persona, mapped current processes, workflows and identified the shared business, user, and client goals. Based on user research and ideation results, I was able to identify the LEAD project’s central features. A responsive dashboard that provides a high-level status of case availability so users can quickly track work as it is on a rolling monthly basis.

how should we build it?

Once I identified the Dashboard's functionality, I moved directly into creating high-fidelity screens utilizing our existing design system. Based on the in-depth workflows, I started to flesh out the LEAD project's full functionality.

Utilizing early design concepts and feedback from the client and technical team, the project continued to grow and expand. The product required defined designs for new user onboarding, quality reviews, timeliness reviews, closing/opening functionality, and the creation of CE Profiles to capture case statuses more granularly than the Dashboard.

early sketches for status button and dashboard design

details matter

User research showed that the CE Supervisors needed a way to track case availability. By adding "statues" to the Dashboard, the CE Supervisor at a high level can monitor the progress of their work. An excellent tool for users to track their progress quickly. While that worked on a high level, we learned that each review is made up of 10 individualized reviews. Requiring designs to include a more granular breakdown of those "review elements" to provide the user both a high level and detailed breakdown of the work ahead of them.

This need led to the creation of the "CE Profile." The CE Profile served as the "heart" of each team member's work. Providing a detailed breakdown of case availability as it moves from "Available" to "Complete" to "Closed." Building robust logic into the design to ensure accurate statuses were visible despite the countless combinations as users complete their work, streamlining the CE Supervisor's tasks of manually tracking and monitoring over 50+ individual reviews monthly. Saving them time and allowing the user the flexibility to complete reviews as it best suits their managerial style.