Web Redesign Project
Workers' Compensation Board Alberta
A workplace injury can be a life-changing event for workers in any industry, and navigating claims, medical appointments, and an often lengthy recovery can be an overwhelming experience for all parties involved.
The Workers' Compensation Board (WCB) of Alberta helps workers, employers, and healthcare professionals from their initial claim to return-to-work planning, and is an essential resource at every stage of the claims process. For years, though, their web presence had been siloed and confusing, making it difficult for users to get to the information that they need and clouding the process of making a claim and returning to work.
Without a clear navigation system to guide users, who sometimes have limited computer skills and are already under considerable stress, the site was wasting a valuable opportunity to connect with Alberta's workforce in a meaningful way. WCB staff were already skilled in problem-solving and working for Albertans through other channels, and wanted help translating that to a digital platform.
Services Provided on this Project
Workshops with internal stakeholders at the beginning of a project can help us establish the key user groups, information and interaction needs, and internal goals that define the direction of our work.
Using prototypes of websites, products or services, we measure usability by observing interactions and engagement, and see how labeling, flow and functionality can change to meet users' expectations and needs.
Our visual design enhances projects aesthetically and functionally, considering our clients' identity and a site's interactive features to create experiences that are both pleasing to the eye and helpful to the user.
An intuitive information architecture makes it easier for users to find what they need. We develop site structures that make navigation simple, labels that speak to users, and text that tells a story.
Our initial discovery phase included interviews with internal WCB Alberta staff, as well as members of the website's key user groups, to identify issues with its functionality, visual design, and structure. This early research also included a comparative analysis of websites that perform similar functions, including the management of claims and insurance, and the communication of multi-step processes.
Over the course of the project, we performed two rounds of tree testing, as we refined the site structure and content labeling. Once a workable prototype of the website was developed, we tested its functionality through rounds of usability testing with members of the three main audiences, allowing us to identify areas where interactions and engagement could be improved. We used the results of these tests, as well as comments and non-verbal feedback from participants to make evidence-based changes to our design.
We tested a prototype of the site with members of the three main audiences, allowing us to identify where interactions and engagement could be improved.
WCB Alberta needed a platform that served their three primary audiences — workers, employers, and health care providers — without overwhelming users or sacrificing valuable content. Giving users the tools to manage an injury and get back to work was their top priority, and it guided each phase of this project.
The result was a streamlined, approachable design that makes it easier for everyone involved in the WCB Alberta claims process to manage tasks, find information, and help workers return to their jobs.
We learned through our research that WCB clients often need to access the site on-the-go, making a mobile-friendly presence essential. We made sure that the site is responsive and functions properly on a variety of screen sizes.
An understandable claims process
Before, the site's explanation of the claims process was confusing and scattered. The new site provides an interactive, step-by-step guide to the process, for all three key audiences.
Prototypes and testing
For initial rounds of usability testing, we created black and white, low fidelity prototypes to present to users. Based on the first round of results, our interaction designers and developers then collaborated to create a high fidelity prototype to use during a second series of tests, ensuring that participants had access to a version that was as close as possible to the final working site.
An accessible resource
We delivered an accessibility roadmap to ensure that content and features are usable for those with computer skills or accessibility issues, meaning that the new site will become increasingly inclusive.
Content strategy and training
We used Gather Content to coordinate numerous internal contributors, and conducted workshops on content creation and planning to make sure that the site continues to grow in a way that makes sense to users.