WSIB Innovation Lab“Exploring solutions for the future state of workers compensation in Ontario”

WSIB Instagram

Role -> UX/UI DesignerDuration -> Jan 2023 - April 2023



SummaryAs a team of student designers, the design team at the Innovation Lab worked on research and design projects assisting the corporate department at WSIB as well as internal branding projects.

  • Employer Dashboard
  • MLITSD Page Audits and Recommendations
  • Lab Rebrand
  • Online Services Sign up/Login Process Improvements
.
Tools
  • Miro (journey maps and user workflows)
  • Figma (design mockups and prototypes)
  • Dropbox Paper (documentation)
  • Linear/JIRA (project planning)
  • Slack & Outlook (communication and scheduling)
  • Maze (unmoderated user testing)



Employer Dashboard


PurposeThe purpose of the corporate employer dashboard is to serve as a customer relationship management tool which allows WSIB representatives to view and gain access of employer data in a centralized space.

The goal is to reduce the friction of scavenging for employer information across various different platforms and risk not finding the most updated pieces of information.






Scope
  1. Bring the previous C16 design team’s work into high fidelity through the creation of components
  2. Add user interactivity
  3. Complete one round of moderated & unmoderated user testing
  4. Proceed through one round of iteration in POC1



Unmoderated User TestingHaving a functioning prototype was necessary in order to perform usability testing, especially in an unmoderated process where users don’t have designers to help guide the tests and designs.

Maze allowed us to import our Figma prototype and set up a series of tasks for users to complete to gauge the intutitiveness of the design, as well as align with expectations of the user in the function of the platform.

Moderated User TestingAlong with sending a group of employees the Maze link to complete unmoderated testing, we also had the opportunity to conduct interviews with employees for moderated user testing sessions.

To simulate realistic interactions with the dashboard, we presented WHSS representatives with tasks that mimicked what they would perform in their day to day tasks.

The goals and objectives of this moderated testing were to assess the ease of navigation between the landing page, dashboard, and glossary. The testing would also evaluate how easily users can spot and find the relevant information on the dashboard, and whether the information provided is relevant to their roles.





Testing Results and Analysis In Miro, we compiled the feedback we received from the moderated interviews of each of our interviewees and jotted down main points of interest and notes. The picture above notes the feedback given by the respective user in separate frames and is also organized by the area of interest we were testing for.

In the second step, we organized the information by content category so we could get a better understanding of what we need to iterate on and what would be feasible to include within the current scope of the project.



After sorting through the feedback points by user, we compiled underlying root causes and pain points for each unique point of feedback we received. From there, we also scoped out what could be feasible to implement in the current proof of concept and what would be more appropriate it ideate on and include in a second proof of concept.


Iterations and Feedback Implementation

Home Navigation Following the analysis of the results from the testing sessions, one of the components we made additions to was the logo and a home icon to help indicate users how to navigate back to the landing page. In the moderated testing sessions, we found that users were unsure of how to return to the landing page when prompted to.

We also looked into selecting icons that represented each section of the dashboard better.



Navigation Reorganization Another note of feedback we gathered from the participants was the organization of content and where information should be so that it would be similar to the tools they currently used and adhere to the UX heuristic of maintaining familiarity. In the below images, we moved “Address and Region” to be closer to the “Account Information” section as our stakeholders mentioned they would scan for these sorts of information in similar contexts.



Next Steps After completing a round of iterations, we drafted up a beta testing plan to receive feedback and questions during a period of time when corporate employees would have access to a packaged and deployed version of the dashboard created by the Lab’s development team.

This beta test is on hold for the time being. For future cohorts, the next step would be to work on improvements for the second proof of concept. These are additions that we determined would be too time-consuming or resource-consuming for the current scope.


For a full rundown of this project and the work that the design team worked on, feel free to read through the documentation on this project.


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