The client had tried multiple off-the-shelf software programs which all failed to meet their business objectives. Work-arounds were forced to become the norm as customisation requests were only actioned by the current vendor bi-yearly. Performance issues made nuisances out of simple daily tasks. The client needed a platform that was tailored to their unique rehabilitation approach. The solution needed to be efficient, performant and agile so it could quickly meet changes in legislation and business needs.
Fabric sat down with product owners and subject matter experts over 3 weeks to envision a solution. Requirements unique to the customers process were identified using tools such as user journey mapping techniques. Product expectations were set and an aligned vision was formed. The result was a well defined and estimated MVP.
This provided the engineers with a tool for accurate estimations and gave the client better visibility of the solution. Feature designs were validated before any time was spent coding.
New features are able to be integrated hassle free as code was delivered with a focus on maximum test coverage. Currently the system boasts 98.9% front end coverage and 75% back end coverage. Fabric were able to cover paths that would otherwise be missed by writing tests sooner.
User research was undertaken to identify pain points and provide a foundation for user centric designs. Prototypes were created and continuous rounds of user testing were used to validate each new feature.
Existing bad data was cleaned up and migrated from legacy systems to a new database. The data had been through multiple systems, it was incomplete and partially stored on local hard disks. The migration was fully automated, tested and enhanced iteratively over the life of the project. This ensured data quality and that the final migration went without incident.
Fabric delivered a self-insurance system that was tailored to suit the unique business processes performed by the client. The application met extensive government legislation requirements. Features were designed to be scalable, useful in the long term and adaptable to changes in legislation.
Fabric built an application that produced performance benefits that would save hours a week in the loading of complex long-running claims. Performance was a critical requirement as many of users would work from home with slow internet connections. The entire self-insurance function was built into a single fast and responsive web application. Functionality from multiple legacy systems was integrated to create a linear user experience. Page reloads were eliminated and the need for context switching was reduced.
The application was implemented using a domain driven micro-services architecture deployed as serverless lambdas to take advantage of scalability built into AWS’s platform. The system is capable of handling thousands of requests a day without affecting end user performance. Hundreds of thousands of sensitive documents are stored and handled safely and securely. New features were able to be released on a regular basis due the app using modern CI/CD processes.
User journeys were optimised by automating steps of the process that occurred on a regular basis. New features enhanced workflows and dramatically reduced the time users spend manually entering data. The process of correcting entitlement calculations was reduced from 3 days to minutes.
Data became more accurate as a result of coding complex calculations into the apps logic, additionally minimising the frequency of human errors. Fabric consolidated 19 calculations and built them into a simple form that calculates everything for the user in real time.
Users were able to start using the application with ease after a short 4 hour group training session. Minimal time and money was spent on training and the need for change management was minimal.
Performance was a huge pain point that affected day to day operations, so much so that the GM used to grab a coffee while she waited for long-running claims to open. Now that this process only takes seconds in the new application, users are able to allocate more time to managing the strategy and support required for claimants.
Our fully automated integration and deployment strategy allows features and enhancements to be delivered rapidly and reliably many times a day. Previously this could take up to a year.
The architecture Fabric developed for the self insurance application is being adopted as the benchmark for all future systems in the organisation.