Overview
Reference Code Management System (RCMS) is an internal application designed to manage reference codes efficiently. The goal was to create a central hub where business users could look up codes and their definitions, add them to code sets and groups, and create mappings—all within a single application.
Problem
Before RCMS, managing reference codes was fragmented. Users had to contact multiple people to access code-related information, and existing third-party solutions were costly and inefficient.
Our challenge was to:
> Provide a centralized source for all reference code management.
> Improve the usability of searching, grouping, and mapping codes.
> Reduce reliance on external tools and save costs.
> Provide a centralized source for all reference code management.
> Improve the usability of searching, grouping, and mapping codes.
> Reduce reliance on external tools and save costs.
Users
Internal Users (only).
Internal Users (only).
> Users include business, analysts, customer service reps, and agents. Two roles include generic user and admin.
My Role
UI/UX Designer
UI/UX Designer
> Collaborating with stakeholders, analysts, and developers to gather requirements.
> Establishing user needs and defining UX flows from UX research.
> Design and deliver wireframes and interactive prototypes for an intuitive UI.
> Guiding front-end developers for accurate rendering of UI by providing HTML/CSS specifications.
> Advocate for user-centered design principles across teams unfamiliar with UX best practices
> Establishing user needs and defining UX flows from UX research.
> Design and deliver wireframes and interactive prototypes for an intuitive UI.
> Guiding front-end developers for accurate rendering of UI by providing HTML/CSS specifications.
> Advocate for user-centered design principles across teams unfamiliar with UX best practices
Research & Insights
To ensure we met user needs, we worked closely with business stakeholders and conducted user studies.
To ensure we met user needs, we worked closely with business stakeholders and conducted user studies.
Key Insights:
> Users needed smart search functionality to quickly find codes.
> A glossary-style navigation would improve browsing efficiency, allowing users to see all available data.
> Users required real-time tracking for code-related requests and submissions.
> Metadata and extended attributes were often hidden, requiring users to search for data, typically reaching out to multiple sources for answers.
> Users needed smart search functionality to quickly find codes.
> A glossary-style navigation would improve browsing efficiency, allowing users to see all available data.
> Users required real-time tracking for code-related requests and submissions.
> Metadata and extended attributes were often hidden, requiring users to search for data, typically reaching out to multiple sources for answers.
1. Process
Personas & User Flows
> We collaborated with business analysts to define user personas, understanding different user roles and their workflows.
> UX flow chart was created to map the general use of this new section of the application site.
Personas & User Flows
> We collaborated with business analysts to define user personas, understanding different user roles and their workflows.
> UX flow chart was created to map the general use of this new section of the application site.
2. Wireframes & Prototyping
> Designed low-fidelity wireframes to map out core functionalities.
Wireframes created using Adobe XD and eventually in Figma
Created interactive prototypes to test UX flow.
Figma prototypes made available for stakeholders to review and to developers for collaboration, coding, and production
3. Iterative Testing & Refinements
> Gathered feedback from business stakeholders in working sessions via MS Teams.
> Conducted UI testing to evaluate design consistency, visual hierarchy, and accuracy of data.
> Adjusted UI design and UX flow to improve usability based on real-world scenarios.
> Gathered feedback from business stakeholders in working sessions via MS Teams.
> Conducted UI testing to evaluate design consistency, visual hierarchy, and accuracy of data.
> Adjusted UI design and UX flow to improve usability based on real-world scenarios.
4. Stakeholder Engagement
> Regularly presented findings, wireframes, and prototypes to stakeholders for alignment
> Provided rationale for UX decisions, emphasizing user guidance, efficiency, and minimizing cognitive load
> Regularly presented findings, wireframes, and prototypes to stakeholders for alignment
> Provided rationale for UX decisions, emphasizing user guidance, efficiency, and minimizing cognitive load
Results
The RCMS application successfully:
> Enabled users to search all codes through a smart search or browse via glossary-style navigation.
> Provided an up-to-date, central source of authentication for reference codes.
> Saved $1 million per year in licensing fees by bringing the system in-house.
> Enabled users to search all codes through a smart search or browse via glossary-style navigation.
> Provided an up-to-date, central source of authentication for reference codes.
> Saved $1 million per year in licensing fees by bringing the system in-house.
The Take Away
> Prototyping in Figma had great impact on UX flow for displaying Extended Attributes and additional information for Code sets. These were important to a small fraction of users but needed to be included.
> Users flocked to the application with great enthuseiasm.
> Gained deep knowledge of how reference codes are created, tracked, and mapped.
> There is no public view of this application. Because this was a proprietary and protected site, I have recreated this entire case study from memory while editing to protect any confidential content.
> Users flocked to the application with great enthuseiasm.
> Gained deep knowledge of how reference codes are created, tracked, and mapped.
> There is no public view of this application. Because this was a proprietary and protected site, I have recreated this entire case study from memory while editing to protect any confidential content.
please note: due to restrictions related to PHI and proprietary concerns of privacy and ownership, this entire case study was recreated to be generic in content.