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Reimbursement Program Administration

Runzheimer

WHAT PROBLEM WERE WE TRYING TO SOLVE?

Program administrators did not have visibility into how their mileage reimbursement program was performing. To get this information, they were manually pulling data from several different sources and consolidating it. This process was very time-consuming and didn't provide an easy way to identify issues.​ Additionally, numbers were being calculated and reported using different methodologies both within the business and with external clients.

Our goal was to provide actionable program metrics that are simple to understand and easy to find. Highlight issues and provide the necessary information quickly so they can take action before it impacts the participants' payments.

  • Focus groups

  • Data analysis

  • Persona development

  • Information architecture

  • Website design

  • Tableau dashboard design & development

  • Usability testing

  • Online surveys 

  • Beta testing

MY INVOLVEMENT

WHERE DID WE START?

Gathered feedback from the internal teams that administer client programs. Discussed the challenges they were having and the questions they receive from their clients.
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Created a panel of 25 program administrators that represented our overall client population. This panel provided focus group research, usability testing, survey feedback, and answered questions. We consolidated and prioritized feedback, providing clear direction on requirements.
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Panel participants were also involved in beta testing, providing quick feedback enabling the team to make necessary adjustments.

DESIGN & VALIDATE

Facilitated multiple white boarding sessions with a cross-functional team to collaborate on ideas and sketch out options for dashboards.

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Created wireframes and prototypes for testing with both internal administrators and external program administrators. Revised wireframes based on usability testing and feedback. 
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Used data to prioritize graphs and charts, which fed into the overall project goals and guided future release plans.
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Collaborated with IT to design and build the dashboards in Tableau. Responsible for creating the visuals from the data provided.

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