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Role: UX Designer
Timeline: Two months
Tools: Figma, UserZoom
Health Ticket
Simplifying essential documentation for injured employees
The Health Ticket project focused on streamlining the creation and mailing of documents for injured employees by bringing the process in-house at Texas Mutual Insurance. The UX team designed document templates ensuring they were ready for printing in multiple languages. This solution not only improves efficiency but also guarantees clarity, accessibility, and timely delivery of paper documents to claimants.
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Prioritized Content through Hierarchy
We established a strong visual and text hierarchy, ensuring the most important information, like what to do next and where to go, was front and center.
Clean layout and clearly labeled sections made the document scannable at a glance.
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Portable and Shareable
The document was spaced to fold into thirds in a #10 envelope. The bottom section features a tear-away section with the most essential case details.
Injured workers could easily carry this section in their wallet or hand it to a healthcare provider.
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Bilingual Clarity
The Health Ticket was designed in both English and Spanish, with mirrored content on front and back, ensuring accessibility for a broader audience and supporting Texas Mutual’s commitment to serving diverse populations.
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Digital Support with a QR Code
We added a QR code that links directly to a provider search page. This gives users a digital shortcut without needing to navigate a website on their own.
The Impact
The final Health Ticket design allowed Texas Mutual to manage the creation process internally, reducing vendor delays and improving overall delivery times.
It passed Output Governance review and was implemented into SmartComm for easy templating and scale.
By grounding the document in accessibility and real user needs, we helped turn a traditionally cold, bureaucratic form into a clear, helpful guide for injured employees in moments of stress.
The Question
How might we empower injured employees with an accessible, bilingual document that helps them get the care they need, without delays or confusion?
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Background
Texas Mutual relied on a third party to create Health Tickets, causing delays and limiting flexibility. The team set out to bring the process in-house and redesign the document for speed, clarity, and accessibility.
Business Goals
01
Streamline Operations
Eliminate delays by bringing the Health Ticket process in-house, removing reliance on external vendors and gaining greater control over timelines.
02
Prioritize Accessibility
Ensure the document is easy to read and understand by designing with plain language, appropriate font sizes, and fully bilingual content.
03
Enhance Usability
Deliver clear, actionable information so injured employees can confidently navigate their next steps without confusion.
04
Brand Consistency
The redesign needs to reflect Texas Mutual’s visual identity to match other documents that are sent out to injured employees.
Project Workflow
User Research
UI Design
Content Rewrite
User Testing
Design Handoff & Documentation
QA
The Challenges
Designing a printed document that’s accessible, bilingual, and brand-aligned, all within a single-page format, came with unique limitations.
Balancing usability, technical requirements, and visual clarity required thoughtful decision-making at every step.
Single-Page Format
Both English and Spanish versions had to fit on one page. English on the front, Spanish on the back.
Logo Integration
Required inclusion of Texas Mutual, pharmacy, and provider logos without overwhelming the layout.
Mailing Specifications
Design had to follow strict output governance rules, including one-inch margins and foldable spacing for mailing.
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The Solution
We approached the redesign with empathy for our users and a commitment to clarity. Every element was considered through the lens of accessibility, legibility, and purpose.