UX Case Studies
OSAM DASHBOARD
Optum Scalable Agile Method Dashboard
BACKGROUND
Optum leadership found it necessary to establish a centralized platform offering enterprise-wide visibility that would enable them to oversee and evaluate the progress and successful adoption of the Agile Process.
CHALLENGE
With a multitude of portfolios and projects operating across various teams, it was extremely difficult to get a realistic view of the overall companies adoption of the Agile process. Not only did this hinder the ability of leadership to make informed decisions but there was no mechanism for tracking performance or ensuring consistency of alignment with Agile methodologies.
OBJECTIVE
To establish a one-stop, cohesive hub that would allow leadership to access specific data points in the form of charts and graphs displaying the growth of Optum’s agility not just within their own portfolios, projects, and teams but across the entire company. The goals of the initiative were to enhance transparency into adoption success, identify areas for improvement, streamline decision-making, and foster successful agility across the organization.
OUTCOME
The integration of data from various portfolios, projects, and teams, presented in an easily digestible visual format. The Agile Dashboard included key performance indicators, progress charts, and team metrics to offer a comprehensive overview of the organization's Agile maturity.
SOLUTION
1. STAKEHOLDER COLLABORATION
Engaged stakeholders from all levels gathering requirements ensuring the dashboard addressed the specific needs of senior executives.
2. TECHNOLOGY INTEGRATION
Integrated Tableau for data, included project management tools such as JIRA and Trello,
Git for version control, and team collaboration platforms.
3. CUSTOMIZATION
Designed a user-friendly interface allowing users to customize dashboard views based on their unique preferences and priorities.
4. REAL-TIME UPDATES
Ensured that the information presented remained current and reflective of the organization's current Agile landscape.
RESULTS
1. ENHANCED VISIBILITY
Leadership gained a consolidated real-time view of Agile adoption across portfolios, projects, and teams.
2. INFORMED DECISION MAKING
Access to comprehensive charts and graphs enabled executives to make data-driven decisions, identify areas of improvement, and conduct effective allocation of resources.
3. COHESIVE COLLABORATION
Centralized hub facilitated collaboration among teams by fostering transparency and shared understanding of Agile principles and practices.
4. IMPROVED AGILE MATURITY
Leadership was able to show marked improvement in overall Agile maturity, as evidenced by measurable progress displayed on the Agile Dashboard.
WE THRIVE
Optum Employee Assistance Program
BACKGROUND
Optum needed to revolutionize its Employee Assistance Program (EAP) into an innovative platform serving as a comprehensive tool for employees that offered assistance across various domains, including mental health, lifestyle services, and facilitating a seamless experience for appointment setting and conducting of research.
CHALLENGE
The existing system faced limitations of accessibility and user experience with employees encountering navigation challenges simply by trying to access assistance services. To overcome these hurdles needed a modern application to centralize support services, simplify the user journey, and cater to a wide range of employee needs.
OBJECTIVE
Transform the Employee Assistance Program into a modern application that employees could use for accessing mental health resources, lifestyle services, setting appointments, receiving reminders, and
even having a personal assistant assigned for a more tailored support experience.
SOLUTION
1. COMPREHENSIVE ASSISTANCE SERVICES
The new design offered a diverse range of services, covering mental health support, lifestyle assistance, appointment scheduling, and reminders.
2. USER-CENTRIC INTERFACE
The team prioritized a user-friendly interface, ensuring employees could easily navigate
the application and access the assistance services they needed.
3. APPOINTMENT MANAGEMENT
A robust system for setting and managing appointments seamlessly, enhancing employee convenience and promoting proactive engagement with support services.
4. PERSONALIZED ASSISTANCE
Optionally, a user had access to an EAP personal assistant dedicated to addressing their
specific needs.
RESULTS
1. INCREASED ACCESSIBILITY
Employees experienced enhanced accessibility to a wide array of assistance services through
a single, user-friendly platform.
2. IMPROVED USER ENGAGEMENT
The intuitive design and comprehensive services encouraged higher engagement, as employees found it easier to connect with the support they needed.
3. EFFICIENT APPOINTMENT MANAGEMENT
The application's appointment-setting and reminder features streamlined the process for employees, contributing to improved time management and proactive utilization of
assistance services.
4. PERSONALIZED SUPPORT
The option for personalized assistance through assigned assistants fostered a sense of individualized care and support among employees.
WE THRIVE NAME ORIGIN
Inspired by the idea that a workplace is a community much like a bee colony, the name "We Thrive" (a parody of hive) was chosen to convey a communities resilience and unity. The bee, symbolizing a cohesive team supporting a greater community, became the mascot.
ESP Calculator
Endpoint Sensitive Protection Calculator
BACKGROUND
Optum Enterprise Security needed enhanced data security practices, as a way to inform employees about proper storage and deletion procedures for sensitive documentation across the organization. Initially allocating resources for a print and email campaign, we sought a more sophisticated, effective and foolproof digital solution. A proactive approach to eliminate uncertainties and ambiguities in document management.
CHALLENGE
Communicating precise instructions to employees regarding the handling of sensitive documentation is complicated, and so, a conventional print and email campaign was not sufficient for ensuring the clarity and necessary adherence to secure data practices. Employees needed to be educated and guided on how to store and delete sensitive information without room for ambiguity.
OBJECTIVE
Develop a robust digital tool that would serve as a reliable guide for employees, providing clear and specific instructions on how to handle various types of sensitive documents. Also, to create a user-friendly solution with zero ambiguity, ensuring that employees could confidently manage their data in compliance with security protocols.
SOLUTION
1. DOCUMENT TYPE IDENTIFICATION
The user would be required to input which type of document they were dealing with, guaranteeing clear guidance for that specific data.
2. CLEAR STORAGE AND DELETION INSTRUCTIONS
The user would then be provided with specific tailored instructions on how to store or delete their exact document, leaving no room for interpretation.
3. USER-FRIENDLY INTERFACE
A digital calculator app was designed with a user-friendly interface, making it accessible to employees of all skill levels with no need for extensive training.
4. DEVELOPMENT COLLABORATION
Enterprise Security collaborated closely with a developer to help articulate the UX vision and requirements, ensuring the application met the organization's unique needs.
RESULTS
1. ENHANCED CLARITY
Employees now had a straightforward, reliable tool for understanding how to handle sensitive documents, reducing the risk of unintentional data mishandling.
2. INCREASED COMPLIANCE
The application helped enormously to contribute to improved compliance with data security policies, as employees had a readily accessible resource for guidance.
3. COST-EFFECTIVE SOLUTION
Despite the initial print and email campaign, our digital calculator app proved to be a cost- effective alternative that offered a more dynamic and sustainable solution.
4. POSITIVE USER FEEDBACK
With the calculator widget accessible from the homepage of the internal network, employees offered positive feedback on the user-friendly nature of the application, emphasizing its ease of use in their every day data management practices.