Enabling our insurance customers to add branching logic into their workflows was a foundational part of building our form builder product. Branching logic gives form builders a more powerful, intuitive, and less error-prone experience, and allows them to create a great user experience for their customers.

As the lead designer for the form builder, I owned the end-to-end design process, collaborating closely with my product and engineering partners to build this feature from the ground up.

Explore the full case study or read on for a summary below…

Discovery

Form builder (previous vesion)

The previous version of branching logic included a confusing canvas as well as non-intuitive controls. Users reported challenges configuring even the most basic logic and a number of pain points throughout the user journey.

Current user journey ➛ V1 scope

Research artifact: Configuring logic requires many steps before and after the logic evaluation itself

Aligning on scope: We pared v1 of this feature down to the essential components of branching logic configuration

Design

Configuration UX

With user research completed and scope agreed upon with product, I set out to determine the ideal user journey for the core branching logic functionality. After many discussions with my engineering counterpart, we landed on a pattern that would be easy to understand visually, more stable from a technical standpoint, and less error-prone than the previous version.

Key Decisions

New navigational paradigm

Branching logic introduced a new navigational paradigm. Logic would be configurable on a sidepanel visible in the workflow view. This would allow form builders to maintain the context of various branches as they configured the conditions that would lead to various next actions for end users. This was different than the previous paradigm where form builders would either be configuring the workflow or editing an individual page within that workflow.

Configuration

Configuration was improved to include a more user-friendly sidepanel that allowed for step by step configuration. Only destinations already connected on the canvas would display in the sidepanel, reducing potential errors. Data tags that were previously established in the workflow were available as variables for form builders to use when setting conditions for end-user navigation.

New Components

As part of the new feature, I designed component cards that would simplify the process of configuring logic cases. The case cards used progressive disclosure to surface each step in the process, reducing opportunities for errors and helping users understand how logic is built. Cards are drag-and-drop so they may be reordered in the sidepanel as needed.

Results & Takeaways

Once the new feature was live, our form builders were immediately building branching logic for our customers. Branching logic is a core part of building forms on top of a workflow. Getting V1 designed and built was a big win for our team. Designing this feature taught me a lot about the underlying technology that powers our forms, and was a great exercise abstracting away complexity in order to improve the user experience.

This was a great team effort by the Metromile Enterprise squad!