WSIB Mobile
Streamlining insurance claim submissions and management for injured workers, transforming a complex process into an intuitive mobile experience.
Product Design
Context
You get hurt on the job. What to do? WSIB is there for you.
For workers in Ontario, filing a WSIB claim is the first step toward receiving compensation and medical support related to the injury sustained at work. But the process is anything but seamless.
Problem
Outdated mail and fax systems are consuming money and draining user patience.
Since the pandemic, there's been noticeable shifts into digital traffic for injury reports.
Injured workers also expressed on forums and blogs how the process is complex and time-consuming.
Research
We interviewed 10 uniquely different people.
Working professionals ages 16-66
Resides in Ontario
Suffered a work-related injury with WSIB
Check out the full📃Interview Guide here
Insights
Research revealed the fragmented process forces claimants to drive their own progress, creating frustration throughout the experience.
Claimants expect reliable, respectful service as a rightful entitlement, so frustration dominates when it's not met like through denied claims without reason, lost reimbursements, and delayed responses. Without a structured process, these gaps create extra workload that claimants must patch themselves.
Injured workers filing WSIB claims face a time-consuming, inefficient, and disjointed process that leaves them agitated, overwhelmed, and indignant.
Persona
Varying tech proficiency and English fluency creates unique pain points and needs.
Experience Map
Small, reversible missteps can lead to weeks-long detours.
Using insights from our research, we mapped out every stage an injured worker would experience in working with WSIB, surfacing all of the low points.
How might we make submitting a claim effortless for injured workers, so they feel supported and confident every step of the way?
Flows and wireframes
Two key journeys emerged with opportunities for design enhancement: submitting a claim and accessing reliable support.
User Testing
You can check out the full 📃Usability Test Plan here
Testing how well the flow aligns with the real process and if the cues elicit the right actions.
The usability test was conducted internally with mutual connections who have varied levels of English fluency and technical proficiency, providing a diverse participant group. Tasks were completed in both moderated and unmoderated settings to observe users thought processes for new features and to validate their ability to take quick actions, respectively.
