Modernizing Data at Deloitte

Summary

Project Highlights ⁷

🖥️ Transforming Data Management + Payout Infrastructure

CLIENT

Public Sector, Insurance, Crown Corporation

ROLE

Product Design, Data Visualization, Web Design

TIMELINE

Mar 2021 - Sep 2023 (2 years, 6 months)

TEAM

1 senior designer (me)
1 junior designer
1 design lead
1 business analyst
1 PowerBI developer
1 data engineer
+ 5 cross-functional teams

TOOLS

Figma, Miro, Azure DevOps, Dynamics 365, PowerApps, PowerBI

Need

Problem

In light of rapid digitization of Canadian data management and payment infrastructure, Deloitte was engaged on a $38M multi-year initiative to modernize the client's systems in order to maintain the trust of all Canadians.

The key drivers for change were their current reliance on physical mail, limited online support options, manual workloads, limited visibility into real-time data quality, increased data volume, organizational responsiveness, and operational risks that result from the manual steps in their processes. Due to these highly manual processes, clients also struggled with having a single source of truth for data which led to a lack of data consistency and accuracy.

APPROACH

process

Through iterative client workshops, requirements gathering, stakeholder interviews, persona generation, user flows, wireframes, and prototypes, I designed an internal portal that centralizes the client's end-to-end processes and provides a 360-view into the client's membership data and communications.

Through client workshops and storymapping exercises, I also led the end-to-end reporting design and delivery process to deliver 25 dashboards for data quality, data trend analyses, payments, premiums and insurance determination. I managed a team of 3 individuals and communicated across 5 cross-functional teams and 4 sub-teams to promote alignment across feature goals and ensure feasibility within data, integration, and technology constraints.

Solution

Product

The portal enabled the clients to have a single source of truth and transformed their internal processes from manual to automated. Processes include onboarding new members, tracking member data, managing compliance reports, getting notifications, etc. As part of the payout process, I also designed bilingual payee statements for depositors and trustees.

We also centralized the client's data into a single source platform for data analytics and through the design of the dashboards, clients were able to access data in one place, understand data more efficiently, and make better business decisions.

🔋 Leveraging AI for Enhanced Demand Scenario Planning

CLIENT

Power, Energy & Utilities

ROLE

Product Design, Data Visualization, Web Design

TIMELINE

Jul 2024 - Sep 2024 (2 months)

TEAM

1 senior designer (me)
1 product manager
1 technical manager
1 data engineer

TOOLS

Figma, Miro, Azure DevOps, Dynamics 365, PowerApps, PowerBI

Need

Problem

The client was facing significant challenges in material procurement due to increasing lead times and rising demand for energy system resources. This situation created the need for more sophisticated, data-driven methods to ensure timely access to required materials. However, inconsistencies in team skillsets have led to varying forecasts and interpretations of data, resulting in unclear and inaccurate projections.

Additionally, there is a supplier risk as the client needs suppliers to secure slot locations andmanufacturing capacity in advance. Their existing dashboard provided only high-level insights, lacking the granular information necessary for effective decision-making, and the current inability to manipulate data in different formats further complicates the procurement process.

APPROACH

process

I guided the clients through every stage of the design process, beginning with in-depth user interviews to identify their specific needs and the shortcomings of their existing dashboard. This allowed us to pinpoint key pain points and gather valuable insights. Next, I facilitated workshops with the team to define clear requirements and establish the key performance indicators (KPIs) crucial for informed decision-making.

With this information, I moved on to developing wireframes, presenting initial designs and incorporating continuous feedback from stakeholders to ensure the design aligned with their goals. After several iterations and refinements, the final design was completed and successfully handed off to the developer for implementation.

Solution

Product

I designed a demand scenario planning tool that enhances day-to-day purchasing insights by providing detailed, material-level forecasts for unit/spend.

This tool ensures a centralized, consistent, and accurate forecast across the team while offering long-term material demand projections to better anticipate future needs for internal use and supplier forecasting. Additionally, it aids in understanding future demand for pricing RFPs, allows for the evaluation of proposals from multiple suppliers, and facilitates the assessment of cost differences based on material requirements.

💌 Driving Actionable Insights for Customer Experience

CLIENT

F500 Insurance Company

ROLE

Product Design, Data Visualization

TIMELINE

Dec 2023 - Feb 2024 (2 months)

TEAM

1 analytics manager
1 senior designer (me)
1 design lead (client)

TOOLS

Figma, Mural, Jira

Need

Problem

The client was looking to create a new solution to generate and visualize actionable insights from customer experience data. Deloitte was brought onto the program to help design and develop an MVP solution that showcases the value of insights that can be generated and associated costs in order to help clients determine whether to pivot to a new BI tool.

APPROACH

process

I facilitated design thinking sessions with the product owner and subject matter experts (SMEs) to define end-user requirements and designed custom high fidelity wireframes as blueprints for the build. During Sprint Reviews, I presented my designs and research findings to client leadership and end users to garner alignment across the organization. I also supported usability sessions with the business stakeholders to improve the user experience of the designs.

Solution

Product

I delivered designs for 2 customer sentiment analysis dashboards that consolidated user experience data across the organization into a single source of truth and encouraged end-user adoption of reports and generated insights as a result of the high focus on user feedback. After we handed off the wireframes, the clients ultimately decided to leverage our wireframes and pivot to our suggested BI tool.

🏥 Digital Twin for Capacity Management + Patient Access Optimization

CLIENT

Public Sector, Healthcare

ROLE

Product Design, Data Visualization

TIMELINE

Sep 2023 - Oct 2023 (1 month)

TEAM

1 analytics manager
1 healthcare manager
1 senior designer (me)
1 PowerBI developer

TOOLS

Figma, Miro

Need

Problem

Deloitte was engaged in this program to: assist in managing the capacity management crisis in emergency departments (EDs) and support the needs of patients within 3 clinical pathways by triaging patients to access the right services at the right time; become a more insight driven organization; alleviate frictions experienced by administrators, providers, and citizens, and; facilitate access to information and appropriate point of care in a timely fashion.

APPROACH

process

I supported the compilation of data requirements and ran design thinking workshops with the clients to prioritize KPIs and ensure identified users could analyze insights effectively through a relevant information hierarchy. I also iterated on the wireframes with the clients to output 4 complex dashboards with 60+ metrics.

Solution

Product

The digital twin dashboards provided an end-to-end view across 3 clinical pathways and assisted healthcare administrators and providers to make thoughtful healthcare decisions when it comes to patient access to appropriate care and vulnerable patient populations.

👷 Enhancing Safety + Decision-Making for Mining Incidents

CLIENT

Canadian Mining Company

ROLE

Product Design, Data Visualization, Web Design

TIMELINE

Sep 2022 (1 month)

TEAM

1 business analyst
1 senior designer (me)

TOOLS

Figma, Miro, SharePoint Site

Need

Problem

Deloitte was engaged by a mining company to provide a strategic reporting roadmap that is in line with their vision and integrated reporting requirements.

APPROACH

process

We went through a current state evaluation of reporting and put together a future state vision of technical and individual reporting requirements as well as developed a road map to deployment. Based on previous experience with mining clients, I provided a recommendation of relevant mining measures and I designed and delivered 5 dashboard wireframes.

Solution

Product

The dashboards provide a single source of truth to assist in understanding the nature of safety-related incidents; understanding the effectiveness of assurance, reporting protocols, and controls; proactively making health and safety decisions based on incidents that occur in the mining sites; and exploring whether investigation completion protocols are consistently followed and corrective actions are closed.

🏥 Enhancing Patient Care + Reducing Diagnosis Time

CLIENT

Public Sector, Healthcare

ROLE

Product Design, Data Visualization

TIMELINE

Sep 2022 - Oct 2022 (1 month)

TEAM

1 analytics manager
1 business analyst
1 senior designer (me)

TOOLS

Figma, Miro

Need

Problem

Deloitte was engaged by a public sector healthcare organization to assist in reducing diagnosis time for patients with a specified chronic health condition.

APPROACH

process

I went through a story mapping exercise to prioritize metrics that were requested by the clients and designed high fidelity wireframes for 2 geospatial dashboards that provided a view into the unmet needs of Ontario patients with the specified chronic health condition and pulled operational data from clinics across the province.

Solution

Product

We delivered 2 geospatial dashboards that enabled the clients to pinpoint areas of inefficiencies from a geographical and patient journey standpoint, while identifying locations that require further expansion due to high patient volumes and demand.

🏥 Optimizing Hospital Operations + Patient Care

CLIENT

Public Sector, Pharmaceutical

ROLE

Product Design, Data Visualization

TIMELINE

Sep 2022 - Oct 2022 (1 month)

TEAM

1 product manager
1 senior designer (me)

TOOLS

Figma, Miro

Need

Problem

As the client was experiencing considerable growth, a pharmaceutical company engaged Deloitte to support the alignment of organizational pillars towards a common strategic direction in the specialty pharmacy market and optimize internal operations to support further scale. This internal operations optimization included modernizing their data analytics capabilities.

APPROACH

process

I mapped out the current state and future state patient journey through past interviews with the clients to get a better understanding of how the product would support their needs. Through past dashboard designs, we provided the clients with a mapping of suggested metrics that provide insights into the end-to-end patient journey at each phase, reimbursement, and commercialization to understand time and reasons for approvals and denials around commercial coverage and in-therapy measures.

Solution

Product

I delivered 3 patient dashboard designs that provided a single source of truth for business performance across the patient journey, enhancing patient care and reducing wait times.