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Texas Mutual Online (TMO)
The logged-in experience for Texas Mutual Insurance
Texas Mutual is the largest provider of Workers’ Compensation coverage in the state of Texas. Its platform underwent a complete redesign to modernize its administrative functionality and enhance the user management experience for both employees and customers. The new modular and intuitive interface now supports these distinct perspectives, ensuring it is adaptable and ready for future business needs.
Role: UX Designer
Tools: Figma, FigJam, UserZoom
Timeline: Four months
The Question
How might we redesign Texas Mutual's user management platform to enhance self-service functionality for users while equipping administrators with advanced tools through a user-centric approach?
Business Goals
01
Modernization
Replace the outdated application with a modern design that is straightforward, user friendly, and ensures flexibility for future enhancements and changes.
02
Self-Service
Enable users to self-serve tasks like password changes, profile updates, and security question management.
03
Oversight and Support
Equip Information Services Coordinators (ISCs) and administrators with tools to unlock accounts, help users recover passwords, and view user activity timelines for efficient support
04
Views
Provide clear and consistent interfaces tailored to different user roles and relationships.
Texas Mutual’s reimagined platform, built for user and business needs
Project Workflow
User Flows
Information Architecture
User Research
Competitive Analysis
Wireframing & Prototyping
UI Design
Responsive Design
Content Rewrite
User Testing
Design Handoff & Documentation
QA
The Numbers
With daily access to the Texas Mutual Online platform.
100K
Total Users
With active policies in the system
75K+
Texas Businesses
User profiles views with only one or with multiple relationships, as well as support and oversight view for admins/ISC.
3
User profiles and views
・Agencies
・TMO users
・Policyholders
・Administrators
・Injured Employees
・Texas Mutual employees
・Information Services Coordinators
9
Personas with
different permissions
The Challenges
This project was a massive undertaking, requiring constant effort and coordination across multiple teams. The complexity of the platform, tight timeline, and technical dependencies demanded relentless collaboration and adaptability to achieve a successful redesign.
Tight Timeline
The redesign had to be completed quickly and delivered in phases, with design, testing, and development happening incrementally for rapid deployment.
Diverse Personas
With a diverse range of user personas, each with unique goals, structuring the content to ensure an intuitive experience proved challenging.
Technical Dependencies
The project was part of a modernization effort, requiring constant coordination with developers to assess feasibility.
Complex Platform
Even designers struggled to understand the current platform’s complex, tangled structure, requiring close collaboration with multiple teams to reimagine its architecture.
The Solution
The UX team implemented a phased solution designed to meet the needs of both end users and administrators. The redesign was divided into three key parts:
-
Search Functionality – Enhancing one of the primary entry points for quick and efficient information access.
-
Self-Service View – Allowing users to manage their information and security settings.
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Support & Oversight View – Providing administrators and ISCs with tools for better management and support.
Explore the tabs below for a snapshot of each section, and click the button within each tab to learn more about the redesign.
Search Functionality
The search functionality is one of the key entry points in Texas Mutual Online (TMO), serving as an essential tool for users to quickly access important information. By simplifying the search process and making results more intuitive, the design aims to enhance productivity and reduce frustration.
The team that made it all possible
UX Designers