Employees' Compensation Enquiry and Booking Service Platform
Responsive Design
Project Overview
This is a comprehensive web platform streamlining employees’ compensation case management for all stakeholders—including injured employees, employers, principal contractors, holding companies, authorized agents, family members, and those suffering from pneumoconiosis/mesothelioma. Users log in via “iAM Smart”/“iAM Smart+” to access a full suite of services: accident notification, document submission, digital correspondence from the Labour Department, case status enquiries, and medical clearance booking. The design adheres to W3C AA accessibility and government security standards to ensure an equitable, secure experience.
Role
Design Lead
Type
Utilities
Year
2024-2025
Design Process
System Analysis > Design System > Workflow > Wireframe > UX Flow > Mood Board > UI Design > UI Flow > Prototyping > Usability Testing > UI Development
Challenge
Managing complex government workflows involving multiple user types, including employers, employees, individual employers, insurance companies, principal contractors, and fatal case representatives.
Addressed diverse team needs (operation, claims, medical, admin) to improve form submissions and case tracking.
Ensuring strict compliance with accessibility guidelines to serve a diverse range of users effectively.
Adhering to rigorous iAM Smart authentication and workflow standards mandated by the government.
Maintaining strong data privacy and security measures within a sensitive government environment.
Guiding Question
How can complex government workflows involving multiple user types be streamlined into a clear and straightforward user journey?
What interface elements effectively communicate status updates, notifications, and next steps in the compensation enquiry and booking processes?
How can error prevention and guidance be designed to reduce user frustration in completing complex forms?
What design strategies can ensure the platform meets strict accessibility standards while remaining user-friendly for diverse user groups?
How can secure authentication via iAM Smart be seamlessly integrated without disrupting the user experience?
Project Management
Collaborated closely with cross-functional teams using Figma and agile sprint cycles. daily reviews, stakeholder feedback loops, and accessibility audits guaranteed product compliance and feature success.
Design System
A design system works in parallel with UI design to ensure that each component supports different states and is easy to use across various pages. The design strictly adheres to the Government Websites’ common look and feel guidelines, the Guidelines on Dissemination of Information through Government Websites, the Web Accessibility Handbook, and the W3C AA standards to ensure full compliance with accessibility and government requirements.
The Solution
To resolve the challenges of workflow complexity, diverse user needs, and data privacy, I led an iterative and collaborative design process. Multiple rounds of system flow mapping were carried out with stakeholders from various teams—including operations, claims, fatal, and administration—to capture every scenario across over ten thousand active cases. This alignment ensured the solution would not miss any critical paths or edge cases for each stakeholder group.
Working with sensitive personal and medical data, I designed secure workflows that guard citizen information in compliance with strict government regulations. Enhanced privacy principles were embedded at every step, with clear access roles and minimal data exposure.
Recognizing that citizens and their families interact with the platform during stressful times, I focused on usability and accessibility. The portal offers step-by-step guidance, error-prevention features, and intuitive navigation for easy claim submission and progress tracking. For government and case management teams, I designed robust backend interfaces to facilitate case administration, speedy document handling, and secure communication.
Throughout the process, I utilized user interviews, prototyping, and usability testing to validate design decisions and adapt to team feedback. The outcome is a dual-interface platform that serves as a transparent bridge between government and citizens—empowering users to monitor their case progress online and supporting efficient workflow management for government staff. This approach delivers empathy, compliance, and operational excellence for public sector service delivery.