GrievaneHub - Michele Diana

GrievancceHub

GrievancceHub Project Summary

GrievanceHub is a desktop application designed for healthcare companies to manage and record grievances submitted by insurance plan holders. Built using an Agile methodology, we developed the application screen-by-screen. I served as both the Lead UX Designer and Lead Front-End Developer, using HTML, CSS, and Angular to meet our project goals.

My Responsibilities

User Research
Experience Design
Lead UX Designer & Front-End Developer

Timeline

114 months (Ongoing)

Interesting Facts

The team comprised the CEO, the developer who lived in India, the project manager who lived in Canada and myself.

User Research

We focused on understanding the needs of insurance employees who handle customer complaints. Through user interviews and feedback sessions, we identified key pain points in existing systems.

Problem Statement

Insurance employees needed a streamlined way to log and track issues faced by plan holders. Our challenge was to design an intuitive, efficient application that made it easy to record grievances and escalate them to the appropriate departments within insurance companies.

Competitive Analysis

I conducted a competitive analysis to understand how other companies were solving similar problems. This helped identify features and flows that worked well, and gaps we could improve upon.

Wireframes

I began with low-fidelity wireframes—initial sketches to explore layout and content placement. Multiple layout variations were tested to determine which best supported the user’s journey and goals.
After finalizing the lo-fi designs, I moved to high-fidelity mockups. These included final UI elements such as color schemes, typography, and button styles. Special attention was given to readability and visual hierarchy to ensure a user-friendly experience.

Med-Fideility Mockups

Hi-Fideility Mockups

Prototyping

We created rapid prototypes to validate user flows and gather early feedback. This process helped us identify areas of improvement and understand how users would interact with each screen, highlighting potential points of frustration or confusion.

Style Guide

In collaboration with the team, we developed a modern, user-centered style guide. It ensures visual consistency across screens and helps maintain user engagement throughout the application.

Reflection & Closing

GrievanceHub is still in active development. We continue to release new features and screens based on evolving user needs. With over two years of ongoing research, design, and development, the project continues to evolve to better serve both insurance companies and their members.