Sebastian Viasus

Help Center Rebuild

for Jarvis

UI/UX Design

Redesigning the help experience for injured workers managing their workers' comp claims

Problem

Distressed injured workers using our claim management app couldn't get quick answers to simple claim-related questions, forcing them to scramble to the nearest person who could help—increasing the load on adjusters and straining our internal support team with misguided tickets.

Solution

I designed an accessible help center that enabled injured workers to answer their questions by prioritizing immediate and effective answers to frequently asked questions, while also guiding users to the correct entity if they need to escalate their queries.

Impact

50% reduction in the volume of support tickets

Easing the load on our support team

42% increase in the usage of help features

Enabling injured workers to answer their own questions

33% decrease in direct messages to adjusters

Saving the adjusters' time not having to answer the same questions

Company

Gain Life

Platform

Mobile Web App

Role

Product Designer

Timeline

1.2024 - 3.2024

Tools

Figma

Figjam

Adjusters have too many claims and not enough time

Claim adjusters in the workers' compensation industry are overloaded. Interviews with adjusters uncovered that much of their day was spent answering the same simple questions, taking away valuable time they could spend on more complex claims. Additionally, our tech support team reported that they were frequently inundated with claim questions despite only being able to help with technical issues.

Distressed injured workers need quick answers

Injured workers are in an emotionally sensitive state: they just got injured at work, have to recover, and need to figure out how they're going to care for themselves and their families financially. When an injured worker logs in to Jarvis, they aren't in a headspace that allows for curiosity, they want quick answers to their questions and know they will be cared for.

Before and After

Key Pain Points

Considering the emotional state of injured workers, I audited our help experience to locate key pain points and found the following:

Goal

First Step: Identifying the real FAQs

The core of any help center is knowing what help you need to provide. To build an effective experience for injured workers, I asked our data team to look through injured worker messages with their adjusters and identify frequently asked questions. I also sent out a survey to adjusters to have a qualitative understanding of common injured worker questions. We used this information to identify the top FAQs in Jarvis and structure the information architecture of the help center.

A self-service help model

Knowing that adjusters were spending a lot of their time answering the same simple questions, I hypothesized a self-service model that would reduce the number of questions that get to adjusters by providing injured workers with multiple opportunities to answer their questions early on in the help experience.

Design Iterations

After identifying the core of the help experience, I began iterating through designs. The landing page required balancing injured worker's need for immediacy and displaying too much information. Key decisions included: displaying expandable FAQs vs. linking to separate pages, and consolidating general FAQs, resources, and support types on the landing page.

To improve the discoverability of the help center across the platform, I designed for a support button to be easily accessible from anywhere within the app. However, the support pathway had to be considered—should a frustrated user be directed straight to an adjuster who's scarce time we are trying to protect or should they be taken to a help center that requires some effort to find answers?

Help Center landing page iterations

Top FAQs feature iterations

Support button pathway versions

Final Designs

Impact after redesign

50% reduction in the volume of support tickets

With a clear pathway between claim assistance and technical support, injured workers stopped sending claim questions to our internal tech support team, freeing up their time.

42% increase in the usage of help features

By improving the discoverability and accessibility of the help center, injured workers were now visiting and utilizing help features like FAQs and Resources, empowering them to self-serve.

33% decrease in direct messages to adjusters

The self-service model allowed injured workers to find answers to questions independently, reducing the need to contact adjusters. This freed up adjusters' time to focus on more complex claims.