Case study
Reimagining a legacy health insurance experience
A redesign of an enterprise health insurance platform that had grown difficult to navigate over time. The project focused on reducing friction, improving accessibility, and restoring user confidence in daily workflows.
Overview
Web App
Background
I led the UX redesign of a health insurance web application that internal teams used for underwriting and enrollment. The system had been around for years and had grown complicated over time. Tasks that should have taken seconds often took several minutes. The goal of the project was straightforward move the system to a modern platform and make it significantly easier to use.
This meant simplifying workflows, improving consistency across screens, and making sure the interface supported how people actually worked.
My Role
As the lead UX designer on the project, I was responsible for :
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Understanding the current system and its workflows​
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Identifying usability issues
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Defining the design direction for the new platform
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Creating interaction patterns and layouts
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Running usability tests and refining the design
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Working closely with engineers during implementation
Because this was a re-platform effort, I also had to make sure design decisions aligned with technical constraints and business priorities.
Identifying the friction
The legacy system technically worked. But using it felt like navigating a cluttered warehouse. Everything was somewhere in the interface, but finding it required effort.
Inconsistent buttons and actions across screens
Dense forms with little visual structure
Frequent switching between keyboard and mouse
Important actions buried in long pages
Confusing navigation
For users who relied on the system every day, these issues slowed down their work and increased frustration.
From the business side, this translated to lower productivity and longer training time for new employees.
UX Approach
Understanding the users
Before redesigning anything, I wanted to understand how people actually used the system.
I spoke with stakeholders and spent time observing users completing everyday tasks such as searching for policies, reviewing information, and updating records.
A few patterns became clear quickly. Users relied heavily on muscle memory. They had learned the system over time, but it required constant attention. They often paused to double-check actions because the interface wasn’t predictable.
Another issue was the lack of hierarchy. Many screens looked visually similar, making it harder to scan for important information.
In short, the system demanded too much mental effort for routine tasks.
The Strategy
Instead of jumping into UI changes, I framed the problem in business terms.
Business Goal
Improve productivity
Increase adoption
Reduce training effort
Ensure compliance
UX Strategy
Reduce task steps and navigation friction
Make the system predictable and learnable
Standardize interactions and layouts
Build accessibility into the core experience
This alignment helped me gain stakeholder buy-in early and avoid subjective design debates later.
The Process
Designing with Purpose. I followed an iterative, evidence-driven process.
Audit & Mapping : Reviewed existing flows, screens, and components.
Information Architecture Redesign : Grouped actions based on user mental models, not legacy logic.
Conducted moderated remote usability testing to validate assumptions.
Prototyping & Testing
Refinement & Handoff
Collaborated closely with engineering to ensure feasibility and fidelity.
Created consistent patterns for buttons, forms, tables, and navigation.
Interaction Design
The Solution
Designing the solution from chaos to clarity.
01 Simplified Navigation
I restructured navigation so users could recognize where they were, not remember where to go.
From “Where am I supposed to click?”

To “I know exactly where this lives.”
02 Standardized Components
I introduced a consistent system for:
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Buttons
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Form fields
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Tables and actions
This reduced decision fatigue and improved speed without additional training.
03 Accessibility as Efficiency
Keyboard accessibility wasn’t treated as a compliance checkbox. For power users, it became a performance feature.
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Logical focus order
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Predictable tab behavior
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Fully operable workflows without a mouse
04. Visual Hierarchy that Guides
I used spacing, grouping, and typography to let the interface guide attention naturally, reducing scanning time and errors.
The Impact
The redesign delivered measurable improvements across usability, accessibility, and business KPIs.
35% reduction in task completion time
42% increase in task success rates
Faster onboarding of new users with less training
100% keyboard accessibility compliance
Positive feedback from internal stakeholders and end users
01 I moved beyond just improving the user experience to deeply understanding business requirements, balancing user needs with operational realities and constraints.
02 I invested time in understanding the existing tech stack, which helped me collaborate better with engineers and make more practical, informed design decisions.
Takeaway
Takeaway
01 I moved beyond just improving the user experience to deeply understanding business requirements, balancing user needs with operational realities and constraints.
02 I invested time in understanding the existing tech stack, which helped me collaborate better with engineers and make more practical, informed design decisions.