Client
WCB Alberta
Services
Technology ConsultingEmployers in Alberta are legally required to interface with WCB Alberta, report injuries, and pay premiums every year. However, WCB saw an opportunity within their existing software state – an opportunity to lean more heavily into UX and CX in order to empower Employers and increase operational efficiency. With that in mind, WCB Alberta engaged with Paper Leaf on what was dubbed, internally, as a “Digital Properties Review” – a user-and-organization centred review of all Employer facing software properties that WCB Alberta relies on to operate in order to create a user-centric vision and roadmap for the products involved with the users journey.
The undertaking was considerable, given that there were 10 employer facing applications built over the last 20 years being audited. The intent of the project was to assess customer experience, risk to the organization, and overall software state in order to report back findings and recommendations. Employer and staff feedback highlighted opportunities to:
The current WCB digital infrastructure created additional work for Employers and WCB. The end recommendation then, should involve an experience that: reduced UX friction; allowed Employers to resolve issues themselves; and reduce the workload of the WCB team. Further, many of the platforms were nearing end of life and, in the future, may not be updated or maintained efficiently, posing risk to WCB.
In order to understand the technical landscape, we dove into 10 unique WCB software properties built over 20 years.
Alongside the technical audit, we spoke with over 3 dozen users to understand what they needed from WCB.
Armed with the background, we worked with WCB over 7 unique workshops to generate recommendations.
The above steps informed all parties, got all stakeholders on the same page, and culminated in our recommendations:
Our proposed solution included the development of a unified and responsive Employer Platform, available on desktop and mobile devices, designed to consolidate many of the current products as well as add in frequently requested additional features and functionalities. On top of reducing Employer-WCB friction and workload for WCB internal staff, this recommendation provides more opportunities for a better experience, autonomy in self service, instant gratification for Employers, and much more reasonable maintenance in the future state than maintaining 10 unique platforms.
Alongside the Employer Platform, we developed six key principles designed to guide the proposed solution and the success of future products:
From here, WCB Alberta is armed with the intel, both backwards and forwards-looking, to better adopt technology to transform both their organization and their user experience.