Product Build (app)
Collaborated with designers and client-side product owners on a new app experience for users taking leave from work
Web Content
Simplified complex content and industry jargon for users to provide digestible details about multiple state-level leave policies
Health insurance client | Accenture 2021
As part of a design team at Accenture, I crafted content to help users understand complex, industry-heavy jargon related to health insurance claims.
I joined the Agile team to:
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reproduce content heavy with healthcare industry terminology for a consumer-friendly format
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work with research team to adapt copy to the state level
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ensure content is compliant with state regulations (without getting "stuffed 'n' stuffy")
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collaborate with the design team to implement feedback from client and research team
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synthesize feedback toward actionable improvements and edits
Primary contribution scope:
Within an on-boarding flow, users arrive at an educational screen to learn about benefits that may apply to them.
Since these screens are all state-specific, I generated copy for each and every policy that might be available to a user depending on which type of claim they chose on the preceding screen and which state they selected at the outset.
Simplified descriptions make it easy to scroll through different federal, state and employer policies before proceeding with more personal, detailed information. I was also part of every client presentation meeting that concluded each sprint, collaborating with the team on finding the simplest, most straightforward (and on-brand) language within the sign-up flow. This makes it easy to understand what's required in what could be a stressful (and easy-to-mess-up) process.
My deliverable included 35 separate state, commonwealth and district documents with policy descriptions tailored for each. (Ask me anything!)
State-specific content (specificity meets consistency)
The value of the app was rooted in accurate, easy-to-understand content. Each state, commonwealth and district in the country has its own leave policies -- no two are identical -- so each state required its own detailed content document with outlined policy information condensed into concise, easy-to-grasp language.
Policies go beyond maternity/paternity and other health-related leave to encompass crime-related leave, military leave, bereavement leave -- even jury duty.
There were also contingencies in the event that coverage was based on a company's group plan ("If this, then display this...if that, then display...") or where states had pending policies (pre- and post-enactment content).
This got pretty granular, so consistency across the document timing and formatting was vital to a successful process.
