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SOFIA MOSINA

JEA - Accessible redesign of pension administration software

JEA is a company that provides flexible pension plan administration technology, used by government clients like the Government of Canada and the City of New York. The project aimed to redesign and create a fully accessible (WCAG 2.1 AA), customizable interface, enhancing user experience and productivity.

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JEA.png

Role

Lead Product Designer

Duration

9 months

Processes & Methodologies

User Research, Accessibility, Information Architecture, Wireframing, UI Design, Usability Testing, Design Systems

Problems

Complex Navigation

  • The addition of numerous functionality-focused updates over the years has made the system difficult to navigate.

  • Administrators face challenges in finding the information they need efficiently, leading to usability concerns and a steep learning curve for new users.

Desire for Improved Usability and User Experience

  • Although no major "known" user issues were reported, JEA recognized the opportunity to proactively enhance usability and create a more user-friendly experience.

  • The goal was to make PENFAX5 a system that administrators could rely on, not just for its functionality but also for its ease of use and intuitive design.

Outdated User Interface

  • The UI had not been updated in 17 years, resulting in a visually outdated system that lacked interactivity, clear hierarchy, and modern design principles.

  • The dated interface contributed to cognitive friction for users, negatively impacting their overall experience.

Primary Research

To gain a deep understanding of the system's dependencies, the project began with a comprehensive study of the software. Weekly meetings were held with a customer onboarding specialist, allowing us to address questions as we worked through both the platform and its extensive 600+ page training manual.

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PENFAX5 System Content & Dependency Maps

After a week of focused analysis, we visualized the system’s information architecture by creating a detailed dependency diagram. This diagram mapped every page, feature, and component across the modules, providing valuable insights into the structure and flow of the existing system.

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User Research

Given the system's scalability and flexibility, defining the right target user groups and segments required several iterations. We identified two primary user groups and their unique needs, focusing on experience levels and organizational contexts.

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Target User Groups & Segments

  • Group A: Administrators managing all aspects of the system (common in smaller organizations).

  • Group B: Administrators working in silos (common in larger organizations).

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We also identified segments within each group:

  • New Users: Need clear onboarding, tutorials, and guidance to learn the system.

  • Experienced Users: Value efficiency, customization, and advanced features.

  • Returning Users: Need help transitioning to the updated system and understanding new features.

User Interviews

Due to security concerns among high-clearance organizations, our initial plan to shadow users was revised. However, we successfully recruited three participants from each user group, who demonstrated tasks such as:

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  • Member registration and modification

  • Employment and personal information updates

  • Beneficiary and legal order management

  • Member verification and counseling

Key Pain Points

Our research uncovered critical issues impacting usability and workflow:

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  • Disorganized navigation with unclear labels and misplaced items

  • Poor information hierarchy and disconnected data

  • System limitations causing cumbersome workarounds

  • Multiple unnecessary steps for simple tasks

  • Missing features such as robust search, customizable views, and quick access to key information

Proposed Information Architecture

User interviews revealed issues with vague navigation, scattered content, and deeply nested items, making tasks inefficient. We restructured the information architecture to prioritize user data, consolidating scattered sections and surfacing key items for quicker access. This streamlined structure ensures a more intuitive and efficient user experience.

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Streamlining User Flows

  • Previous Process: Each stakeholder (spouse, child, agent) required separate screens and stakeholder IDs.

  • Limitation: System only displayed eight tabs at a time, causing constant tab switching when managing multiple stakeholders.

  • Challenge: Admins handled 30-50 cases daily, leading to significant inefficiency.

  • Solution: Consolidated stakeholder registration into one screen, eliminating unnecessary tabs and reducing steps for a smoother experience.

Wireframes & Iterations

In this phase, we experimented with multiple layouts and navigation options to determine the most effective structure for users. The following wireframes showcase our evolving ideas:

Final Design

The final design integrates the best aspects of our wireframe iterations, addressing the challenges identified during research and user testing. Key improvements include:

Streamlined Navigation

  • Information Hierarchy: Reorganized content to group related information, making user actions more intuitive.

  • Taxonomy Enhancement: Clear, user-centered naming conventions to improve navigation and understanding.

Simplifying Stakeholder Registration

  • User Profiles: Centralized profiles combining all stakeholder info for easier management and navigation.

Tab Limitation

  • Collapsible Sections: Replaced multiple tabs with collapsible sections for each stakeholder within the member’s profile.

  • Browser Tabs: Introduced browser tabs to simplify navigation across multiple member files.

Enhancing Admin Workflow

  • Search Functionality: Added a powerful search tool to help admins quickly find stakeholder info.

  • Quick Access Interaction Log: Centralized activity log for quick access to member updates.

  • Modular Components: Introduced customizable drag-and-drop components for admins to tailor the interface to their needs.

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Design System & Dark Mode

  • We developed a comprehensive design system to ensure consistency across the platform, covering typography, color palettes, UI components, and iconography. This system was essential for maintaining visual coherence and ease of use.

  • Additionally, we introduced Dark Mode, offering users an alternative display mode to reduce eye strain, especially for long working hours.

Results & KPIs

Increased Efficiency

Post-redesign usability testing showed a 45% reduction in task completion time for key user actions.

New Features Adoption

A 15% increase in the use of new search and customizable options within the first month after launch.

Streamlined Workflow

Admins reported a 42% reduction in the time spent switching between tabs and screens.

Improved Satisfaction

User feedback highlighted a 40% increase in overall satisfaction with the interface.

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