ABMS(Redesigning Benefit Management system)

Project Overview

ABMS is a modernization initiative aimed at improving usability and efficiency within Accenture’s internal benefits management portal. I led the redesign of key modules, focusing on streamlining workflows and creating a cohesive design system.

Project Type
Client Project

Role
UI/UX, Website Design

Date
Sept 2023 - Nov 2024

Tools
Figma, Fig jam, Sharepoint, Miro, JIRA

Focus Area
Focus of the ABMS (Accenture Benefit Management System) project was to modernize and enhance the user experience of the existing portal used by internal teams for benefits management. The goal was to streamline workflows, reduce user friction, and create a unified, accessible, and visually consistent interface across all modules.

Current System Limitations

The existing Accenture Benefits Management System (ABMS) does not meet modern UX and UI standards expected by state clients and caseworkers who rely on it daily.

Poor user experience and outdated interface design were creating significant operational challenges

  • Extended case processing times affecting service delivery

  • Reduced competitiveness in state procurement processes

  • Declining caseworker satisfaction and productivity

  • Barriers to new state client acquisition

Design Process Followed

Empathize

Define

Ideate

Design

Test

The design process followed a disciplined yet flexible methodology that balanced strategic thinking with tactical execution.

Each phase built upon insights from the previous stage, ensuring designs were grounded in real user needs and validated through continuous testing.

Research Phase

Empathizing and understanding caseworker needs for ABMS

Heuristic analysis

Comprehensive evaluation of current ABMS interface against established usability principles

Stakeholder interviews

In-depth conversations with caseworkers from Kansas and Ohio to identify pain points

Prioritization workshop

Collaborative session to rank improvement opportunities by Impact and feasibility

Usability testing

Two rounds of iterative testing across Kansas, Ohio, and lowa to validate design decisions

The 2-month discovery phase culminated in a detailed product backlog with prioritized short- and long-term improvement recommendations, providing a strategic roadmap for the design track.

Key Pages and Flows

Through iterative design and continuous refinement, I delivered comprehensive solutions for the most critical user journeys in the ABMS system:

Paper Application Flow

E-change Flow

Case Linking and Unlinking Flow

Component Mapping

Paper Application Flow

How The flow works today -

The paper application flow enables case workers to create and process applications received offline by identifying or adding a person, assigning relevant programs, creating a case application, and routing it to the appropriate worker for completion.

Redesigned Experience

Why this is better UX

  • Builds confidence after each action

  • Prevents second-guessing

  • Keeps users oriented in long workflows

Explore Other Redesigned Modules - To see the full redesign across additional modules, watch the walkthrough video where I explain the complete solution and design decisions.

Old Experience Before

Long, fragmented workflow

High cognitive load

Manual validation & error risk

Weak system feedback

Key Insight

The system lacked guidance and feedback in a high-stakes workflow.

The biggest issue wasn't the number of steps - it was the lack of guidance, feedback, and confidence throughout those

The redesigned paper application flow transforms fragmented, error-prone process into a guided, step-based experience that reduces cognitive load, improves clarity, and builds user confidence at every stage.

Empty state clearly explains what to do next

  • Single, prominent Search Person CTA

  • Step indicator shows where the user is

UX principles followed

  • Guidance & affordance

  • Visibility of system status

Progressive member addition with strong feedback

What changed

Members are added incrementally

Each addition is confirmed with:

  • Success toast

  • Added" status chip

  • Users can add multiple members without losing context

UX principles followed

  • Feedback

  • Recognition over recall

Structured program selection

What changed

Program step is clearly separated

Programs are added per member via focused modal

Selected programs are clearly visible and editable

Why this is better UX

  • Users don't have to remember what they selected

  • Safer decision-making for high-impact choices

  • Clear mental model: who → which programs

UX principles followed

  • Cognitive load reduction

  • error prevention

Step-by-step flow with progress visibility

Clear stepper: member → programs → case → worker

Completed steps are visually acknowledged

Navigation feels linear and predictable

Why this is better UX

  • Long flow feels manageable

  • Reduces anxiety and fatigue

  • Users always know what comes next

UX principles followed

  • Visibility of system status

  • Wayfinding

Simplified worker assignment

What changed

  • Only relevant programs shown
    Clear choice between automatic vs manual assignment

  • Assignment confirmation shown inline

Why this is better UX

  • Reduces configuration overload

  • Prevents incorrect setup

UX principles followed

  • Progressive disclosure

  • Simplicity

Clear case summary & confirmation

What changed

  • Case summary organized into clear sections

  • Status indicators (Active, In Progress)

  • All critical info visible in one place

Why this is better UX

  • Errors are easier to spot

  • Builds trust before closing the task

  • Reduces need to go back and recheck

UX principles followed

  • Confirmation before commitment

  • Error recovery

Impact & outcomes (executive summary)

Simplified workflows reduced cognitive load and improved focus on critical tasks.

  • 25% faster task completion through fewer clicks and streamlined processes.

  • 20% productivity increase, enabling users to process more cases in the same time.

  • 20% faster linking/unlinking with 15% fewer errors due to better validations. 4.7/5 user satisfaction, with feedback highlighting clarity and ease of use.

  • 20—25% Lower drop of rates as compared to earlier experiences

User feedback

  • The redesigned interface feels modern and much easier to use.

  • Case linking and unlinking are now effortless, and the process is more transparent.

Thanks to the team :)