Reimagining Case Management with Empathy and Simplicity for HSA
We were commissioned to redesign the HSA case management system—a platform used by union representatives, shop stewards, and foremen to file, review, and track cases. The previous system suffered from significant usability challenges, including slow processes and incorrect filings, leading to frustration and backlogs.
Key objectives included:
- Breaking down complex workflows: Chunking information into smaller, manageable steps to reduce cognitive load.
- Encouraging forward momentum: Designing for progress with subtle cues to keep users motivated.
- Guiding users through problems with clarity and confidence: Simplifying complexity to help users solve problems confidently.
- Empathy and support for error recovery: Empowering users to recover from errors with clear, supportive guidance.
- Breaking down complex workflows: Chunking information into smaller, manageable steps to reduce cognitive load.
- Encouraging forward momentum: Designing for progress with subtle cues to keep users motivated.
- Guiding users through problems with clarity and confidence: Simplifying complexity to help users solve problems confidently.
- Empathy and support for error recovery: Empowering users to recover from errors with clear, supportive guidance.
Eye-tracking Shows Optimized Focus for Action and Progress
Eye-tracking analysis reveals that the app successfully directs user attention to the most important elements, with the highest focus on immediate tasks and progress indicators, followed by the urgent case statuses and the primary call-to-action button to start new actions
Building a Design System for Simplicity and Focus
Our design system combines flat, simple shapes with a soft, modern color palette and oversized components, creating a clean and serene interface. This approach ensures ample space for clarity, usability, and a sense of calm in an otherwise complex workflow.
