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Role: UX Designer
Timeline: Four months
Tools: Figma, FigJam, Queue-it, UserZoom
Safety Grants
Modernizing access to grant opportunities
Applying for the 2024 safety grant became a smoother process for Texas Mutual Insurance policyholders with the introduction of a virtual waiting room. Powered by the Queue-It platform, this system managed high traffic volumes effectively, preventing site crashes and ensuring a seamless experience for users.
The Question
How might we create a user-friendly, stable, and scalable application process that accommodates high traffic while minimizing disruptions?
Project Workflow
User Flows
User Research
Competitive Analysis
Wireframing & Prototyping
UI Design
Content Rewrite
User Testing
Collaboration with Q-it developers
Design Handoff & Documentation
QA for Texas Mutual and Queue-It
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Background
Every year, Texas Mutual’s policyholders apply for safety grants. But in past years, the system couldn't handle the demand, causing the system to crash, and frustration both for the users and the business.
Business Goals
01
Minimize system downtime
Prevent crashes from overwhelming traffic trying to apply for the grant.
02
Enhance User Experience
Make the process smoother and more transparent for both the waiting in line as well as the actual application.
03
Optimize Resource Allocation
Reduce inefficiencies that cost the company time and effort.
04
Support
Scalability
Design a solution that could handle future demand without overloading system resources.
The Challenges
To come up with the right solution, we had to deeply understand how the existing system worked and collaborate closely with the dev team to understand how the system currently worked as well as technical limitations and feasibilities.
System Limitations
Texas Mutual's system could only handle 40 concurrent users at a time, requiring careful planning to avoid crashes.
Entry-point for Grant Access
Before implementing Queue-It, access to the application was managed via email invitations. We had to determine a better way to grant access.
Handling Early Arrivals
Find a way to manage and guide users that wanted to log-in before the grant's opening time.
Cookies and Log-in Scenarios
Account for users who might need to log in again if their session expired because they waited in the queue for too long.
The Solution
We designed a multi-step process using Queue-It, a virtual waiting room service that helps businesses manage website traffic.
We mapped out all the user’s interaction from their entry point all the way to revisiting the status of their submitted application.
The Flow
→ Before open time, a pre-queue page with a countdown.
→ When applications open, users would enter a virtual waiting room.
→ On their turn, navigate to the dashboard to start their application.
How to Apply
Features clear, actionable information about the application process, including what to do before, during, and after they apply.
Program Status
Displays real-time updates to ensure quick communication with users.
Countdown
The dynamic countdown with clear messaging gives a feel that something is happening and users are in the right place.
Before 8:00 am
The Pre-Queue
We assumed that people where going to attempt to access the application before it open. Users attempting to log in before the 8:00 AM opening were greeted with a countdown timer and detailed information.
When designing the pre-queue and queue pages, it was crucial that users never felt out of place or confused. So, we made sure the Q-it interface looked and felt just like Texas Mutual’s logged-in platform. This familiarity reassured users that they were in the right place.
Wait Time
Users were informed of their estimated wait time and clear instructions on what to do on their turn.
Opening Time
The Queue
At 8:00 AM, the system randomly transitioned users into an active queue, with Queue-It managing traffic efficiently. Each user received a Queue-It cookie to maintain their position in line, even if they navigated somewhere else.
Users were informed of their estimated wait time with messages like "Estimated wait time: 5 minutes." Once their turn arrived, users were seamlessly redirected to the grants application to begin the process.
The Dashboard
Once users made it to the grants dashboard, it was imperative that they accessed the application as soon as possible so their cookie wouldn’t expire.
If it did, they would have to log in again and go through the queue, which we knew would cause frustration.
To prevent that, we decided to trim the content on the dashboard. The goal was to reduce distractions and encourage users to click the CTA right away.
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Hand Off & Launch Day
We designed for over 30 possible scenarios and error cases for Queue-it and the application process. We handed them off to the respective dev team, so that we could be prepared for launch day.
Success
On launch day, more than 1,500 policyholders went through the queue and submitted applications, allowing us to close the program in just 3 ½ hours, something the company had never achieved before!
Support teams were able to handle requests more efficiently than other years, and policyholders were able to receive their checks faster.
Our preparation was key to the project’s smooth execution, just as we had planned. Our efforts were recognized by the Supervisor of Safety Services, highlighting the impact of our work.
Stable System Performance
Accelerated Application Reviews
Faster Check Distribution
Scalable Process for Future Grants
The team that made it all possible
UX Designers