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Meglyn
Masters

Meglyn MastersMeglyn MastersMeglyn Masters
  • Projects
  • Case Studies
  • About
  • Contact

CLAIMS UNIVERSITY REDESIGN

The Learning Portal for 4,000+ Employees

Claims University is the internal learning portal that services 4,000+ employees within the General Insurance Claims division of AIG. Created in 2016, it houses over 300 e-learning courses, quick reference guides, and other resources to support organizational development. Most changes made since creation were cosmetic, like color palette changes, or as-needed patches to repair specific issues. In 2024, AIG leadership announced a core value of creating a "learn-it-all" culture within the organization, bringing renewed importance in Claims University for being a valuable resource to the Claims division. 

My Role

•  Visual/UI Designer

•  User Experience Lead

•  Creative Ideation Facilitator 

The Single Source of Truth for Claims

In alignment with AIG's "learn-it-all" culture, Claims leadership wanted the platform to become a single source of truth for Claims development, knowledge, news, and events. For that to happen, Claims University needed a major overhaul. 

Identifying the Issues

1.   Lack of validation and feedback from users: While we had surveys at the end of our e-learning courses and webinars, we had never previously sought feedback from users specifically for Claims University. 


2.  Functionality & Platform: Functionally, Claims University had remained unchanged in 10 years, and the platform that Claims University was on was being sunsetted. 


3.  Modernization of the site: Platform obsolescence combined with the need for new features requested by the business meant we had to update the information architecture and site structure.

How Can We Create Value?

We started with secondary research to understand what makes other adult learning web-based portals work, and with team brainstorming sessions to align on how we bring value as a team and with our product. These sessions were critical for building our user research strategy and developing the survey we sent to the global Claims population. 

"Our specialized learning portal helps Claims Professionals develop skills by offering relevant business focused content through interactive learning experiences and partnering with SMEs as trusted advisors."

Surveying the Population

We surveyed the global Claims population of 4,000+ employees across 15 lines of business. Over 1500 employees participated, with the majority coming from Japan, North America, and APAC. 


Our goal was to gather feedback about issues they experience with Claims University, barriers they face to professional development, and what they wanted to see in the future site.

Key Insights from Survey Data

Time Constraints

Content Relevance

Content Relevance

Claims professionals cited heavy work loads and numerous daily interruptions to their work. The lack of time was a common theme seen as a barrier to pursuing professional development and using Claims University.

Content Relevance

Content Relevance

Content Relevance

Users said they wanted relevant content that helped them in their day-to-day work, recommendations for learning, and learning pathways for structured professional development.

User Friendliness

Content Relevance

User Friendliness

Users requested search capabilities, fewer navigational clicks, and a modern interface. They referenced having to "research" and "explore" the site to find what they needed, which was a negative experience.

Lack of Outreach

Content Relevance

User Friendliness

 25% of the Claims population had never heard of Claims University. This informed us that a robust communications plan was needed when we launched the new site. 

User Persona

First Phase of Redesign

Based on business needs, research insights, and platform obsolescence, we decided it was best to immediately make critical functionality improvements to the existing site for use while we redesigned the entirety of Claims University and migrated it to the new intranet platform, Unily. 


I designed mockups and worked with our developer to make specific changes requested by our users. 


We improved the following: 


1. Incorporated a search bar under the top level navigation.


2. Created a spotlight links section for important resources, programs, and training on the home page in a valuable space that was previously used by copy.


3. Renamed navigational links for clarity -- for example, we changed "U-Flicks" to "Videos" (feedback from users told us that nobody knew what "U-Flicks" was).


4. Simplified the UI by removing background images and used a neutral color scheme that supported branding.

The Major Update

With current site improvements going into production, we were then able to refocus our efforts on the modernization and site architecture. Our data-driven insights made it possible to best inform our decisions and approach to how we were going to design Claims University on the Unily intranet platform to meet our users' needs for learning materials and content organization, while accommodating new business needs for AIG Claims' learning culture.

Less Clicks, Less Searching

After mapping out the information architecture, I wireframed pages of the new site to layout how content could look on each page. 


The filterable course library list from our previous site would not be possible on the new platform, and was a frustration point for users anyway. We had an opportunity to incorporate direct feedback from our users in how we offered our learning materials on this new platform by designing recommended learning pathways specific to each line of business. 


The pathways would include beginner, intermediate, and advanced courses and learning material, be specific to and reside on its corresponding business function page. By presenting learning material this way, users always had recommendations on what relevant content to pursue. 

User experience Research • UX/UI Design • Information Architecture • Visual Design

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