Self triggered invites
Introduction
This project aimed to improve user access to MyACC, the claims management platform, by enabling self-triggered invitations. The goal was to empower users to initiate their own registration process, addressing the limitations of the previous system and freeing up valuable staff time.
Challenge and Opportunity
Previously, users needed to contact frontline staff to receive an invite code for MyACC registration. This process not only limited platform access but also consumed significant staff resources. There was an opportunity to enhance user autonomy and efficiency by allowing self-triggered invites, ultimately supporting users more effectively in their recovery journey.
Progress and Future Plans
While self-triggered invites were not in production at the time, the project was on the cusp of an exciting rollout. We had developed a proof of concept and were preparing to test it with a select group of users. This approach would have allowed us to gather valuable feedback and refine the system before a wider release. Though the initial planning didn't account for all aspects of the proof of concept, this presented an opportunity for future improvements and iterations.
Research
Despite the project's technical focus, we prioritised user needs through targeted research. We uncovered valuable insights from previous designs, particularly a high-fidelity landing page that enhanced information delivery to clients. While some ideas were temporarily shelved, this research laid a strong foundation for future developments.
Our guerrilla testing, involving random street participants navigating the sign-up process, yielded encouraging results. The process proved intuitive for most users, with only minor adjustments needed to optimise button placement and navigation.
Design
Our design approach focused on maintaining consistency with existing interfaces while prioritising user-friendliness. This strategy ensured a smooth learning curve for users and allowed for seamless integration of future enhancements. We placed particular emphasis on clear, consistent, and user-friendly information presentation, significantly improving the overall user experience.
Screenshot from the Figma page. It showed the setup used to facilitate discussions with various stakeholders.
Reflection
This project was a valuable learning experience. Moving forward, I was excited to implement a more structured, phased approach to project development. This would not only provide clearer direction for elements like the landing page but also facilitate better documentation and stakeholder communication. The potential impact of self-triggered invites for MyACC was significant—it promised to enhance platform accessibility, reduce staff workload, and ultimately provide a more efficient and user-friendly experience. By continuing to focus on user needs, iterative design improvements, and thorough testing, the team was well-positioned to create a platform that truly served and empowered its users.