The legacy EMPI platform fragmented member data across multiple systems, slowing down support workflows. We redesigned the experience to centralize data, giving associates real-time access to accurate coverage details and insights—improving resolution speed and building trust with members
Fragmented health records and siloed systems made it difficult for associates to access complete member data—leading to frustration and delays. The challenge was to design a more cohesive, integrated solution that aligned with how associates worked. Internal research highlighted the need for more intuitive data visualizations and easier access—especially for complex scenarios like managing family coverage.
Without direct user interviews, we relied on internal feedback and team collaboration to uncover friction points. Associates struggled with slow task completion and fragmented member views. We redesigned the experience to centralize data, improve task flow, and reduce cognitive load—making information easier to find and act on.
We worked closely with internal teams to identify workflow pain points and prioritize features based on usage data. Through rapid wire-framing and prototyping, we simplified navigation and streamlined data views. Weekly reviews and testing sessions helped us validate improvements and ensure alignment with technical constraints and user needs.
We focused on modernizing the outdated interface to make key information easier to access and act on. The previous design lacked hierarchy and made simple tasks complicated. Using insights from internal feedback, we restructured the layout to highlight the most-used data, simplified navigation, and introduced a cleaner, more intuitive design system. Wireframes and prototypes were tested internally to validate improvements.
To address the outdated EMPI design challenges, we created a unified, efficient system that improved data accuracy and accessibility:
System Integration: Centralized member records into a single source of truth to eliminate data silos.
Real-Time Data Access: Enabled live data updates so associates could act with confidence.
Intuitive Interface: Simplified search and navigation to reduce friction and time-on-task.
Scalable Architecture: Built a flexible system to support future data streams and evolving business needs.
Together, these changes increased transparency, accelerated resolution, and improved trust in the platform.
The updated experience made it easier for associates to get work done with fewer steps. The restructured workflows reduced friction during search and registration, allowing users to complete tasks more quickly without second-guessing the interface.
During testing, teams described the platform as more intuitive and easier to navigate. Clearer data presentation helped users act with greater confidence, and the improved structure helped eliminate delays when resolving member issues. The new system didn’t just support their workflow—it felt built for it.
This project reinforced the value of designing for clarity and efficiency in complex operational systems. We reduced friction by eliminating redundant steps and reorganizing key workflows—helping associates complete tasks with less effort and more confidence. Without direct user interviews, internal feedback was essential for validating changes and building trust across teams. It showed how small UX improvements can have a meaningful impact on day-to-day productivity.
SmartHelp’s EMPI platform is part of a complex, evolving system. As support team needs shift and integration demands grow, we’re continuing to refine key workflows, expand system capabilities, and prioritize usability at scale. Ongoing feedback and usage data guide our roadmap—ensuring the platform remains adaptable, intuitive, and aligned with business goals.
Expertise
Visual Design
Interaction Design
Prototyping
UX Strategy
Design Systems
Collaboration with Engineers & Stakeholders
Platforms
iOS
Android
Desktop
