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Role: UX Designer
Timeline: Four months
Tools: Figma, FigJam, Queue-it, UserZoom
Safety Grants
Modernizing access to grant opportunities
Applying for the 2024 safety grant became a smoother process for Texas Mutual Insurance policyholders with the introduction of a virtual waiting room. Powered by the Queue-It platform, this system managed high traffic volumes effectively, preventing site crashes and ensuring a seamless experience for users.
Overview
In preparation for the 2024 Safety Grant program, the UX team at Texas Mutual Insurance was tasked with designing a streamlined and efficient digital experience for policyholders to apply for grants.
The previous process faced challenges such as system crashes during peak application times, creating a need for a more robust and scalable solution.
By leveraging the Queue-It platform, the team introduced a virtual waiting room that not only stabilized the system but also improved the overall user experience.
Business Goal
Minimize System Downtime:
Prevent crashes caused by high traffic during grant application openings.
Enhance User Experience:
Create a smooth and predictable process that ensures fairness and transparency.
Optimize Resource Allocation:
Reduce logistical challenges such as sending out batched emails and managing concurrent user sessions.
Support Scalability:
Implement a solution capable of handling increased demand without overwhelming system resources.
Constraints
Traffic Management:
The system could handle only up to 40 concurrent users for the grant application due to memory limitations.
Login Flow Integration:
Queue-It had to be implemented before the login process, requiring seamless navigation across multiple platforms.
Timing Challenges:
Users could access the queue only during specific times (e.g., grants opening at 8:00 AM).
User Retention:
If users navigated away from the queue for too long, they would lose their spot and need to re-enter the waiting room.
The Question
How might we create a user-friendly, stable, and scalable application process for the 2024 Safety Grant program that accommodates high traffic while minimizing disruptions to users and system performance?
The Solution
The UX team developed a multi-step process using Queue-It to efficiently manage high traffic and provide a fair, transparent experience for users. By proactively designing for potential disruptions and edge cases, the team ensured a seamless and user-centered approach, minimizing frustration even in complex scenarios.
Pre-Queue Countdown
To prepare users for the grant application process, a pre-queue page was introduced. Users attempting to log in before the 8:00 AM opening were greeted with a countdown timer and detailed instructions. The page provided clear, actionable information about the application process, including steps for completing the form, tips for ensuring accuracy, and an overview of what to do post-submission. This not only helped set expectations but also gave users valuable context, keeping them informed and engaged while they waited.
Virtual Waiting Room and Real-Time Updates:
At 8:00 AM, the system transitioned users into an active queue, with Queue-It managing traffic efficiently. Each user received a Queue-It cookie to maintain their position in line, even if they navigated to other areas of the site. Real-time updates informed users of their estimated wait time with messages like "Estimated wait time: 5 minutes." Once their turn arrived, users were seamlessly redirected to the grants application to begin the process.
User Feedback and Iterative Design
Through UserZoom research, we gathered valuable user feedback that guided our design decisions.
☑️ What Worked
Users appreciated the inclusion of a progress bar, estimated wait times, and real-time updates on the server, which provided transparency and reduced frustration. These elements were retained in the final design due to their positive impact on user experience.
🔁 What Didn't Work
Some initial design elements caused confusion, such as an informational section styled like a button that users attempted to click because there was no information that let them know the application was not open yet, and they just had to wait. This was redesigned to clearly convey its purpose as static information plus the addition of a countdown.
These insights helped streamline the experience, ensuring clarity and ease of use while aligning with user expectations.
Performance Outcomes
🕰️ The grant application window was completed within 3.5 hours, a milestone achievement.
☎️ Support team efficiencies improved, with call and email volumes spread more evenly throughout the day.
📨 Application reviews began immediately, leading to faster check distribution for policyholders.
🌟 Positive internal feedback praised the smooth rollout and operational efficiency improvements.
✷ Want to see the full process? From user flows to before-and-afters, I’d be happy to walk you through the details — just reach out!