Research Report

Assessing usability challenges and uncovering opportunities to enhance the user experience on
the Syncro platform.
CONTENTS

A. Project Overview D. Competitor Insights

Executive Summary
Business Objective
E. Feature Recommendations
Research Goals

F. Usability Metrics & Audit

B. Research Methodology
G. Stakeholder Perception vs User Behaviour
C. Personas & User Journey
User Personas
User Journeys
A
Project Overview

Executive Summary

1 Slow & frustrating

Users described the platform to be slow, inefficient, and frustrating
to use most of the time due to multiple buffers & errors at every
stage.

Overall impressions

“Out of the 10 endorsements, 7 to 8 will have

2 Errors lead to abandoned & delayed tasks
Lack of feedback on errors made it difficult to identify and resolve
them leading users to resort to seeking support via manual

3
some or the other error”

channels (eg. email) which was time consuming.

~ Ritik, Endorsements B reak in user flow due to off-platform tasks

Users are forced to leave the portal to complete critical steps (eg.
using third-party tools to merge documents, downloading & filling
census sheets with customer data) which disrupts the workflow.
They also communicate with insurers over email for certain use
cases (eg. comments/remarks or for manual submission of policy in

4
case of errors).

Reliance on manual channels

Despite multiple re-submission attempts with correct documents
and data, users encountered the same errors. As a result, users
resorted to alternate channels like email for manual intervention
from insurers.
A Project Overview

Executive Summary

Repetitive workflows increases time

1 Users have noted that workflows are repetitive. For eg. generating
multiple quotes involve going through the same initial steps (Group
details & product selection) except changing a few details in the last
section. Even after a quote is generated, issuing a policy requires
going through the same steps —with just two additional steps after.

Usability ssues
I
Low utility of dashboard features
2 Users indicated that the current dashboard is limited in scope—only
showing certain role-specific data (eg. endorsements is missing).
Additionally, they also work with other insurers. Due to these
“It's very frustrating to check the member details again and

again and uploading one census again and again. It's the
limitations, users prefer using an internal tracker where they can see
same issue we are facing again and again, even after using
an overview of all these information.
the portal in incognito mode. Even after I cleared cache also”

-Aditya, Endorsements
Size & multiple submission restriction
3 Users face a 4MB file si e limit and need to merge documents
z

using a third party tool due to a single upload option in the

endorsement flow.
Lack of clarity on required documents
4 In the absence of a clear checklist, users had to rely on trial-
and-error and prior experience to determine the number and
type of documents required for submission in endorsement.
A Project Overview

Executive Summary

1 4 times longer than other portals

Users have noted that while the portal is slow, it also takes them
four times as much time as any other portal to generate a
renewal quotation (1hour vs 15 minutes).
Extra man hours when portal is down
mpact Assessment
I
2 Users indicated that they have to spend time 2 to 3 hours extra
outside of working hours to complete the tasks when the portal
is down.
“Out of the 365 days, 100 days portal is not working. I am
not saying portal is good or bad. It’s not working.”

High frequency of error rates

-Shenil, Broker Manager
3 There is a high frequency of error occurrence compared to other
portals. For example, out of the 10 endorsement requests they
have to process in a day, 7-8 of them have errors.

Longer turn around time for manual requests

4 When there are errors users rely on insurance companies to
process policies manually. It takes about 1-3 days to get a
response back and they have to follow up continuously.

5
Mental toll
Users describe the process of repeating the same steps multiple
times and having to resort to cumbersome emails as mentally
exhausting and highly frustrating.
A Project Overview

Executive Summary
1 Remarks/ Comments section
Users require a channel of communication with the insurer that allows
them to provide specific comments (eg. absence or delay in sharing a
document) to avoid hold-ups and enable smooth policy approval.

Opportunities for Improvement

2 Customized dashboards for specific use cases
Dashboard does not have relevant information for the broker.
A customized dashboard for the broker with task related
CTAs (eg. addition, deletion in case of endorsements).

“For any kind of remarks I have to provide from my side to

the insurance company, that feature is not available in the
platform. We have to go to the mail, take the screenshot of
3 Revised Excel format
To improve data input speed, users prefer census data fields to have drop
downs, limited format restrictions (eg. 971-) and keep it restricted to
mandatory fields.

4
the case, we attach that and put the remarks there.”

-Keerti, Broker Manager Repeated errors delay tasks

Errors in the member details section didn’t allow go through in-spite of
repeated re-submission of details and documents.

5 S tatus of Tasks
A system to keep track of the status of the tasks and delays will help
brokers and managers be on top of their tasks. Dashboard with status (eg.
Quote/policy: waiting for approval, approved) will help users pick up from
where they last left. Now, they have to follow up or search manually to
know whether the insurer has rejected or approved a policy.
A Project Overview

Business Objectives

Long Term Goals

1 Enhance the NextCare Syncro platform to reach the competitor

benchmark of 4x more sales (revenue).

2 Improve task completion rate (i.e. reducing the average time to

generate a quote) from 15 minutes to 4 minutes.
A Project Overview

Research Goals

Areas of Inquiry

1 Assess how users currently manage and discover usability

challenges faced while performing different capabilities
(policy management, raising quotations, endorsements) on
the platform.
5 Error messages (Certain areas in the journey where the
error message is not clear and the user cannot proceed).

2 Understand the current needs, expectations, goals, friction and

pain points of brokers with the NextCare Syncro platform.
6 Understand any manual areas of input that can be
automated for the users.

3 Get clarity on which features/functionalities are most

important to users, and how they rank these features in terms
of usability; Discover if there are any need for additional
features.
7 Understand concerns because of reliance on other manual
channels or tools.

4 Provide actionable insights to facilitate a smoother user

experience on the platform.
B Research Methodology

In Depth User Interviews

Research Methodology We conducted interviews with 6 users

to gather qualitative insights. These
focussed on their experiences, pain
points, needs and expectations.

Use cases & Journey Usability Walkthrough

Mapping: Mapping
Frictions and micro-interactions
We mapped service blueprints that become a point of frustration
for different user roles, giving
us visibility into both their on- Research
for the were uncovered as part of
Use type No. of Users and off-platform workflows. methodology the usability walkthrough
exercise.
Broker Agents 5
Broker Managers 2

Tools & Duration Usability Metrics

Each user interview lasted These metrics were

about 60 minutes. With recorded for better
consent interviews on Google understanding of the
Meet were screen recorded platform + areas of concern
using AI transcription tools. to inform its redesign.
C Persona 1

Endorsements

1 Goals
Complete endorsement requests quickly and accurately.
Rithik, Endorsement Specialist Minimize back-and-forth with insurers (in case of technical
glitches or data errors).
Ensure policy holder’s satisfaction with timely endorsements
and policy management.
Bio Maintain an internal tracker to monitor request status.
Rithik is a broker agent specializing in health insurance endorsements.

He handles 10–15 daily requests for member additions, deletions, and

corrections, navigating frequent system errors and manual processes.
2 Pain points
Frequent, unclear errors during validation and uploads.
Rithik bridges gaps between policy holders and insurers, ensuring smooth Valid documents often fail to upload.
policy updates. Too many unnecessary form fields.
No central checklist—relies on insurer onboarding email.
Repetitive tasks like one-by-one dependent addition.
Slow and unresponsive UI, especially during critical actions like
Save & Continue.
“I keep getting errors despite correct info and
have to re-upload repeatedly.”
3 Opportunities
Provide clear, inline error messages to reduce trial-and-error.
Support bulk document uploads without external tools.
Auto-fill fields and remove unnecessary inputs.
Highlight census data mismatches clearly.
Enable batch changes (eg. add dependents) & uploads.
Add persistent remarks/comments feature.
Simplify search and reduce clutter.
C Persona 2

Quote and Policy Issuance

1 Goals
Generate accurate and competitive insurance quotes efficiently
Rohit, Quote and Policy Issuer Minimize back-and-forth with brokers/clients by streamlining
quote and issue stages
Ensure policy compliance and minimize validation errors
Match or outperform competitors in quote and policy issuance
Bio delivery speed and clarity
Rohit is a Quote & Policy Issuer in health risk assessment.

He balances precision and speed, refining quotes to meet client

needs. He advocates for smarter tools to overcome system
inefficiencies and streamline workflows.
2 Pain points
Slow system and frequent buffers.
Too many repetitive steps from quote creation to policy
issuance.
Errors during downloads and data validation.
Manual policy issuance in case of errors
Send by Email CTA is easy to miss to send quotes.
“I tweak each quote 4–5 times. It shouldn’t feel
like I’m wrestling the system every time.”
3 Opportunities
Improve visual hierarchy for CTAs like "Send by Email" and
"New Quotation"
Reduce buffer/loading times across actions
Offer confirm-policy options directly at the quotation page
Add quick-view for products and bulk-edit tools for Member
selection
Fix broken download links and integrate one-click PDF/email
options
C Persona 3

Policy Renewals

1 Goals
Ensure smooth and timely policy renewals
Paramjeet, Broker Agent Avoid client churn due to delays or errors
Accurately upload and validate updated member census
Minimize back-and-forth with the insurer for manual renewals
Bio
Paramjeet is an Operations Executive with 5 years of experience in Pain points
group policy renewals. She manages end-to-end renewals for
clients with basic plans ensuring accurate and timely delivery.

Paramjeet often relies on manual workarounds to overcome

2 Frequent lags and “Page Unresponsive” errors
Validation fails even with correct data; multiple reuploads
needed
system issues, staying focused on client retention despite recurring Manual workarounds and email delays add 2–3 days
technical challenges. Low automation; prefers Excel over portal
Limited search—only by policy name and payer; results must be
scanned manually
Poor error messages lead to trial-and-error fixes
“Whenever I have to update the renewals
member list, it takes a lot of time due to errors Opportunities

3
and I have to resort to manual renewal Improve data validation tools to catch errors early and guide
quotation—just to keep the renewal on track” corrections
Add bulk edit and inline correction features within portal for
census data
Stabilize portal performance, especially during file uploads
Enhance error messaging to be more actionable and specific
Enable real-time insurer sync for quicker manual overrides
when automation fails
Improve search UX (filtering, sorting, etc.) to find policies
quickly
C Persona 4

Broker Manager

1 Goals
Ensure policy renewals and placements happen smoothly and
on time by his team
Shenil, Broker Manager
Maintain high retention rates and meet quarterly targets
Enable his team with the right tools and process support
Access consolidated data from multiple insurers efficiently
Bio
Oversee error resolution and data integrity
Shenil is a Manager with 15+ years in health insurance. He
oversees group policy renewals and endorsements, ensures client
retention, and manages escalations.

Shenil relies on internal CRM tools and values unified, efficient

2 Pain points
No multi-insurer view; limited to one insurer (eg. orient).
systems to support his team’s workflow. Cannot view policy status easily; resorts to team emails or
internal CRM
Cumbersome certificate downloads with too many steps
Dashboard confusion—important actions are hidden as portal
opens in search view by default.
Underused features (user guide and general info) due to lack of
“I don’t need to log in to the portal daily, but I time for training
need clear, consolidated data to support my
team and make fast decisions” Occasionally re-checks data on portal due to system
inconsistencies

3 Opportunities
Quick status updates with direct action buttons (eg. Approved
by insurer - Validate).
Simplified single click document downloads (eg. e cards &
certificate)
Automatic data sync with internal CRM to avoid dual-entry and
manual tracking
Customizable dashboard so high-level users can see what
matters (renewal alerts, productivity KPIs)
Monthly renewal insights available within the portal rather than
only by email
D Competitor Insights

Competitor Insights

6
Validation happens at the binding stage in renewals Only mandatory data fields with auto-fills
1 Other portals allow users to upload member details at the renewal
quotation stage without validation. Syncro portal requires them to
validate member details at the renewal quotation stage itself which
Certain sections like member details, group details and census sheet
have only mandatory data fields and these are auto-filled (eg.
holds up or delays the renewals due to errors in validation. Currency, Program).

7
emarks section for communication with insurers Login via multiple tabs
2
R

Other portals allow users to put comments or remarks to enable Sukoon portal allows for login from multiple tabs, allowing users to
quick, direct and seamless communication with insurers.
work on different polices at the same time in case there are errors
or loading issues with one.

8
Seamless & direct confirmation from quotes stage Proof of payment not required at submission stage
3 Other portals allow users to confirm policy directly from quotation
submission page. This makes it seamless and skips the whole Other portals don’t ask for proof of payments at the submission
stage, so they don’t have to attach a dummy document like they do
process of going through the same steps again just to confirm the in Syncro just to go ahead.
policy.

4
Clean & Simple Dashboard
Other portals do not have metrics on the dashboard related to
productivity, it is simple and easy to look at and navigate.
9 Get Member Details in a Click
Other portals allow users to put ID (emirates ID, UID or DOB) fetch
member details with a click.
D Competitor Analysis

Feature/Area Syncro Competitors (Sukoon, Nas, MSH, Luba)

Form Validations Frequent false positives; vague error messaging; manual checking needed Minimal valida on errors validations occur at binding stage in renewals
ti ;

L oading & Bu ers

ff Mul ple bu ers (
ti ff 2–3 secs to minutes), no feedback on progress Faster response; predictable transitions
UI

Renewal uotation
Q Validation happen at uotation stage for renewals o en throw false
q ( ft Validates at final stage.

positives . Updated census more mem ers su -groups is prone to error in

) ( b / b ) Faster renewal quote generation even with more data.

validation & takes more time.

Census Upload Manual error-prone, incorrect forma ng leads to repeated failures.

, tti Simple template, allows only mandatory info, quick quote generation

Document Handling Manual merge using external tools (iLovePDF), limited upload size, repeated Allows bulk upload, larger size
failures despite correct data.

Search & Navigation Search is generic, lacks specific filters, and serves multiple flows, highlighting Simplified search, grouped views, saved filters
the need for distinct, function-specific search options.
Notes, & Communication Users rely on word files and email for communication In-built remarks/comment function
Performance & Speed Frequent delays, long buffers, session issues, multi-tab support is not Progress autosaved; resume anytime
functional
Role-Based Views Data is non-relevant for most user roles Departmental access & visibility
Ticketing & Status Tracking Manual requests and follow-ups on status, emails with screenshots, files & Integrated request tracking and updates
documents
E
Feature Recommendations

Feature Recommendations

1
Role-Based Custom Dashboards
Format changes in Excel Sheet template
Dashboards customized to provide information relevant to different
roles would be helpful
Eg. Endorsement - Addition, Deletion, Change Category
5 Remove non-mandatory options from census and other data
entry sections when raising quotations
Auto populate options for sub-categories in Excel template
This will also avoid confusion and help maintain confidentiality
Removing the hyphen (“-”) of phone number format would
streamline data entry and improve efficiency during form filling.
Smart Search Filters Allow for dropdown selection for sub-regions in the excel, instead

2 Current search result page lacks clear visual hierarchy and mismatches
with mental models of users used to other platforms like social media.
of filling it manually on the platform.

Due to lack of contextualization of information, they don’t find key details

Ticketing System Integration
6
like policy start date, end date, and lives insured.
A clearer and salient layout would improve information visibility While there is a ticketing system in place, it is not visible and
Filter search results by status (active, inactive, renewal, endorsement, easy for the user to pick up and use. The system can be
etc) to narrow search designed differently for usability
Narrow search results by roles/actions to increase visibility of relevant
Auto-generate ticket numbers per request
data (eg. endorsements, quotations). Track status, communication logs, and progress.

Autopopulation of member details

3 An auto population feature for new policy creation and renewals,

where entering a DOB or emirates ID automatically retrieves the
member details.
7
Activity Log & History
Activity log is overlooked by the users due to it’s lack of saliency
Users noted that such functionality significantly reduces manual data and mismatch with users existing mental models.
entry and enhances efficiency. Show all actions performed on a policy (eg. submissions,
endorsements, renewals, etc.).

Easy feature to download certificates

4 Adding quick-access option to download policy certificates.
F
Usability Metrics

Perceived Ease of Use

Average Perceived Ease of Use 2.4/5

A subjective measure of how easy and pleasant users found
the system to use

On a scale of 1 to 5,

1 = Very Frustrating/Difficult and 5 = Not at all Frustrating/Very Easy

F
Usability Metrics

Task Success Rate

Task Success Rate

The number of users who are able to complete a given task
correctly without assistance/errors.

Issue Quotation Issue Policy Tasks Completion Rate

Issue Quotation 1/1
Issue Policy 0/2
Endorsement 0/2
Renewal 0/1
Renewal Endorsement
F
Usability Metrics

Error Rate

Error Rate
The frequency of mistakes users make while attempting to complete a task, including incorrect
clicks, form submission errors, or misunderstandings

Issue Quotation Issue Policy

1 + 5 Buffers
2 + 3 buffers (2 long duration)

Renewal Endorsement

5 + 2 Buffers
9 + 5 Buffers
No feedback on page loading after
clicking Search & manage policy CTA
F
Usability Metrics

Error Type

Error Type
The types of mistakes users make while attempting to complete a task, including incorrect
clicks, form submission errors, or misunderstandings

Issue Quotation Renewal Endorsement

404 download error for template Page unresponsive False positive document submission erro
Validation error (Download Re-upload census error
census to view Validation error (Download census to view
Issue Policy
Re-uploading error GDFRA erro
Re-upload validation error Updated census error Download census list erro
Validation error
Multiple subgroup error Cannot continue without all fields erro
(Download census to view) Reverts back to old census data
Product selection erro
Re-submission of document error

Note:

Red- Missed by the user and can be fixed by better UX.

Blue- Errors can be explained due to server breakdowns or technical glitches. They might need to be revalidated when the infrastructure is in place.

- Most frustrating for the user.

F
Usability Metrics

CTA Interaction

CTA Interaction
Measures how users interact with primary actions, including
visibility, clicks, and follow-through.

Issue Quotation Issue Policy

3 Send by Email (Visibility)

Download (Cumbersome)

New Quotation (Not Used)

1 Issue new policy &
Manage policy (Confusion)

Endorsement Renewal

3 Smart Search Filters (Not used)

Add Dependent (Not available)

Add Primary (Not used)

1 Edit (Restricted to few members
otherwise users prefer downloading)
F
Usability Audit

Behavioral Audit

Behavioral Design Audit

Peak End Effect High Perceived Effort

Users’ judgments of their Syncro experience are disproportionately Users subjective feeling of exertion or strain associated with a task or
influenced by the peak (most intense moment) and the end of the activity, even if the actual physical or cognitive load is relatively low is
experience, rather than the average or total duration. high on the portal. This is because of multiple repeated submissions
and data entries.

Ambiguity Aversion Saliency

Users prefer decisions that involve the least amount of ambiguity. Lack of saliency of CTAs (quality of being noticeably important or
Feedback on the error states will help reduce uncertainty among distinct within a given context) fail to grab user's attention and hence
users to take concrete decisions on next steps. low usage. (eg. New Quote, Send by email CTA)

Chunking Default Bias

Chunking (the cognitive process of organizing information into Leveraging defaults (pre-selected settings, values, or preferences) will
meaningful groups or "chunks" to simplify understanding of help streamline processes, reduce cognitive load, and even influence
information) in the search result page and also data entry sheet will behavior.
help with contextual grouping of information for easy processing.
D Stakeholder vs User Behavior

Stakeholder perception User Behavior

Multiple log in is frustrating for users. Multiple logins aren’t a major concern as users mainly work with one
insurer majorly and don’t handle multiple insurers simultaneously.
Edit function is used by 0% of their users
Edit function is used when error is for a few users but excel sheet is
Dashboard numbers are used for performance. used when there are multiple users.
Managers use the dashboard to monitor performance of its team. Dashboard numbers are limited and hence not used by either
managers or agents.
Policy numbers are used for searching.
Managers use of dashboard is minimal to none. They use internal
Documents upload should be asked after member details are software for task and performance management.
submitted and premium is presented.
Users rely on policy name to search and not policy numbers.
Users prefer a seamless ow and alidation at a later stage e en
fl v v

though documents are submitted at an earlier stage.

 Journey Stages G
LO IN DASHBOARD NEW QUOTE NE W POLICY ENDORSEMENTS RENEW POLICY

Manual Effort

User enters portal URL ->> Lands on Search Screen - Clicks on 'New Quote' ->> Enters group details ->> Goes to Manage Policy ->> Search by policy name ->>
enters credentials ->> >> uses CTAs like 'New selects product ->> adds - uploads census ->> fills Search by policy name ->> Click ‘Initiate Renewal’ ->>
User
waits for response Quote', 'New Policy', >> clicks Save & Continue only mandatory fields ->> Clicks Edit ->> Selects Upload census ->> Fix
Actions 'Manage Policy'; uploads docs ->> submits Endorsement ->> Census errors ->> Save ->>
sometimes uses Data >> Uploads docs ->> Resubmit ->> Email
hamburger menu Submits insurer

Refreshes multiple times; Uses dashboard only if Changes quote avg 5 times Skips optional fields; Uses external tracker for Does renewal via Excel if
Current
gives up if fails already inside portal; skips per user; avoids email CTA; submits dummy doc; performance; merges files portal fails; sends SS/email
Behaviours user guides/help downloads TOB manually screenshots & emails to via iLovePDF; relies on to insurer; skips unused
insurer in case of errors. email for error correction CTAs

Frustrated; uncertain if Neutral; Uses limited Mildly annoyed; repetitive Irritated; burdened by Frustrated; feels tedious Exhausted; time-
Emotional
CTA’s on the dashboard. tasks but manageable and unreliable
portal will open repeated similar errors in consuming and dependent
State Data is overlooked spite of correct data and on insurer response
redundant uploads.

Broken Syncro link, slow Slow to load; current Buffer (2–3s) on each Validation errors despite Multiple document upload Multiple errors in case of
Wait time &
loading, requires refresh, default is search screen action; Save & Continue correct input; dummy file failures; pre-fills old data; updated census list.
Error Occurrence occasional login failure (not dashboard); CTA greyed out; 404 error required; buffers during re-submission errors;
SERVICE MAP: NEXTCARE SYNCRO

dashboard CTAs on download actions unclear feedback

underused

System loads login screen Dashboard loads; defaults System buffers, creates, System validates Processes action type; System validates members
Background
and authenticates user to search screen; needs saves and shares quote documents & census; checks uploaded files;
Actions manual switch to step-by-step saves form details updates contract data
dashboard view

Quick and smooth access Wants one-click access to Direct TOB & quote PDF Want fewer fields, better Allow multiple document Smooth renewal start-to-
Goals &
to portal; no delays or common actions; avoid sharing option. Continue verification, feedback on submission, quick end; reduce insurer
Pain Points broken paths extra steps flow for confirmation. errors, payment option at verification & error turnaround time and
a later stage. feedback, visible checklist. rework

Fix broken links (Syncro), Make dashboard default Reduce buffer/load times; Set defaults (e.g., today's Enable multi-doc uploads; Auto-fill policy details;
improve load speed, landing; redesign for high download TOB & policy date), highlight mandatory show error logs; checklist surface validation
Recommendations ensure fail-safe login visibility CTAs (e.g., quote from same screen & fields, feedback on errors, tool-tip. feedback clearly; reduce
behavior. Certificate Download sharing option; allow skip dummy file reliance on manual follow-
Shortcut). quote confirmation from requirement. ups.
same screen.

Flow Diagram Uses CTAs like:

New Quote:
'New Quote',
Selects Adds Clicks Save &
Clicks 'New Submits
'New Policy',
product product Continue
Quote'
'Manage Policy'

Endorsements:
Login: User Enters Waits for
Lands on
Searches by Selects Uploads
Goes to Manage Clicks Edit Submits
enters portal URL credentials Response dashboard policy Endorsement docs
Policy

Renew Policy: Searches Clicks Initiate Uploads Fixes Emails

Saves Submits
policy name Renewal census errors insurer