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increase...","itemId":"56b610db-4f87-4c86-a549-84ca10393f1f","fieldSchemaId":"76cb40b8-0cd6-4687-b660-88a3f8b50bff"},{"id":"c480fe21-9ae1-4215-8bef-21c1e38ddc6b","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"reduction in overall time to onboard.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"56b610db-4f87-4c86-a549-84ca10393f1f","fieldSchemaId":"8e2ba39b-9d82-45bd-90d7-0e84fcd668ee"},{"id":"4f8b92d2-8125-4708-9ebc-c74d0f16628e","value":"{\"image\":\"dd6982e49ff67639b4cf2391f57e13287e490086\",\"imageThumbnail\":\"89cf607563622f54abff0f5d4c97b18b11f09cf5\",\"originalImageHeight\":1080,\"originalImageWidth\":1920,\"altText\":\"\",\"fileName\":\"OEnotes.jpg\"}","itemId":"56b610db-4f87-4c86-a549-84ca10393f1f","fieldSchemaId":"3182d33a-dbee-43c9-9931-b900cee1d70c"},{"id":"62b3d0b4-6076-4655-9963-19c13960ece8","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The importance of post-launch adjustment\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h2\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"When a company joins an insurance provider, or when a new member joins an employer's Group Plan, information is needed from the employer and the member(s) to set up their coverage. How insurance providers gather this information varies, and it can be a lengthy and confusing process depending on the group. We launched a new digital product to manage this process called \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Online Enrolment (OE).\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" Without it, knowing which information to collect and from whom can become a major communications effort, and sometimes relies on third-parties to request, carry, or provide that information. In large companies, this could involve more than ten individuals, half being Medavie staff and the other half being the client company's or others.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"In the user journey for OE, there are two types of individuals: \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Group Administrators (GAs)\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" and \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Members\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\". GAs provide information from the employer's standpoint while new Members provide their personal information to set up their coverage. These two users have different details which are privileged or private from each other, but as a \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"provider \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Medavie Blue Cross needs the information from both. We designed two experiences to work in tandem—one facing the member and the other facing the administrator—to gather, organize, and process the details before leading into our normal (and separate) member onboard experience.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"We launched with analytics in place to measure how well the new product met its goals of smoothing out and speeding up this process, monitored for a month, and found it was very successful! \",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Onboarding timeline was reduced from the previous widely variable timeframe of three weeks to three \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"months\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" down to ten days on average and in some cases as short as four days.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":1},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Average actual effort-time from new Members to onboard using the new experience was just \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"seven minutes\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\".\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":2},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Successful onboarding rate increased from ~65% to more than 90%\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":3}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"list\",\"version\":1,\"listType\":\"bullet\",\"start\":1,\"tag\":\"ul\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"However it was not perfect; in our post-launch analysis we noted two particular areas in need of attention. \",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The first...\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"On any step which required information from a different person (e.g., your spouse's insurance plan number) analytics showed drop-off was high. Session monitoring showed users exiting the page or just leaving it to time-out, and by working with our partners on the service team we surmised this was simply because users didn't realize they would need this information before that step in the process. They had to abandon until they had a chance to speak with the other person to gather those details. The adjustment was simple, we changed earlier communications in the journey to more clearly outline which details the user was likely to need, allowing them to better prepare before starting the process.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The second...\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"When dealing with life insurance, often it's important—and in some regions legally required—to designate a \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"beneficiary\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\": the person who will receive the life insurance payout should you pass. Most people already understand this, but there is a \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"second\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" person you may also need to designate known as a \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"contingent\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" beneficiary: the person the plan would pay out to should your first beneficiary also have passed. This detail is \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"not\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" so widely known and it was clearly confusing users, analytics showed +50% of abandonment happened on this step despite it following the very similar step of designating a beneficiary. We addressed this by providing the user more information on that step and—after some negotiating with our Legal and Underwriting stakeholders—writing it in more conventional language than before. Dropoff reduced to the normal baseline of any step which required talking to another person, likely in this case as they confirm with their contingent before signing them up.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"In conclusion, don't skip post-launch monitoring! Sometimes major improvements can come from small changes, some which don't even require engineering! A simple change to wording can be the UX design change that solves the problem.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"56b610db-4f87-4c86-a549-84ca10393f1f","fieldSchemaId":"78fea6df-e8e8-4ba1-9f02-f908076b9ca4"}]},"dfc7dbd2-fecf-4112-8410-775f36e5a62e":{"id":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","index":"#O","collectionId":"3d6d52f4-0a1b-40c9-8839-9563e3971a6f","fields":[{"id":"7b3c2f21-f629-4425-a4f0-81a78e683e68","value":"Design System","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"81c3dafd-21d3-4e82-b304-3549b81e5502"},{"id":"751cba8d-e4d6-4d42-b264-5d1cf21ce991","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Currently, the majority of my time is spent building and managing Medavie's first full-scale Design System. In past, products had their own smaller set of standards and visual UI libraries, but this new system will encompass almost all our digital products over time, so we have to build with that scalability in mind. It's a major design challenge as we work to have experience parity across even operating systems and device types, but it's an even bigger challenge working to align so many different teams who each still have their own way of doing things. That said, we're already seeing the benefits of collaborating with them as we build their expertise and lessons-learned into enhancements that can be applied across the board though the design system. Although I am the primary person on the Design System and the only one working on it full-time, I rely on the expertise of our full design and engineering teams.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"This system is considered proprietary and is still not available publicly, though we eventually do plan to release a public version. For specific details I can't go into below, please \",\"type\":\"text\",\"version\":1},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"reach out!\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"link\",\"version\":1,\"rel\":\"noreferrer\",\"target\":\"_blank\",\"title\":null,\"url\":\"mailto:gavin.billings@gmail.com\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Scalable, systemic methods\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"To build something that will scale as far as we will require, we needed to change some of our design paradigms. Spacing and positioning values had to be more strictly based on a pattern to ensure they would still work well in unknown future component combinations. Colours would need to be adjusted to meet accessibility guidelines across more varied combinations, since they would be used in new contexts and to build future assets. Specifically, I adjusted our spacing and padding values to use a\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\" base eight\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" system which ensures vertical and horizontal alignments regardless of which elements are used, and keeps spatial contrast high enough that users can always recognize hierarchy and which elements relate to each other on any given screen. In the process of moving to colour sets which will support dark- and light-mode while meeting WCAG contrast requirements in all contexts, I ended up eliminating six redundant gray tones and introduced new hue ranges to consistently signal information like 'caution,' 'error,' 'success,' etc. across all products. We have accent tokens that can flex based on brand or product, and then other tokens which more rigidly set consistency for those informational signals or neutral structure that both meet accessibility requirements. \",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"074bd7bf878a92d717771a1134a9398e5de5eff2\",\"src\":\"https://s3-alpha-sig.figma.com/img/074b/d7bf/878a92d717771a1134a9398e5de5eff2?Expires=1772409600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=qCA-L0DVpdshPCLr~JKfovqfuyGYrtiaO23X1K6YmpzLqzMlhn28cdhs2ua8rMddM7rgpOzlQZANh~pu3ffQBZWWSKUg1-ug-Yv7Ro-XfMDBaPCZtX8~Lbk08dMgpvR27TchuVjGQBlR6MnQacsos4Y~RozLxLmfJeChP1fMK5gl5TpMPIAZ1MIu-prNCciPS2sAS6~KuoKhSdjHsxnW59LKmEH6vGsczg23u9kLSBDzZ1ys7BXfO98iPWUyKO~5sPvq-yaGSNiGhzFwcn3aIMbA6Cwp6qDJdyC-RYWsIAsuRRv-MPZ3qJTFSQIsp2fh-~dKw7zob5rGKUhOlbsC-w__\",\"altText\":\"\",\"originalImageWidth\":2647,\"originalImageHeight\":435,\"isFillWidth\":true}],\"direction\":null,\"format\":\"center\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h6\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"(Intentionally small pictures. Content is not yet public.)\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"center\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h6\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Fidelity and patterns\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"One of the most basic benefits of a design system is having your user interface look and work more consistently across screens, and at an early level of maturity that benefit goes a long way. Of course having reliable pieces of UI designers can easily assemble is a production efficiency gain; they can focus on solving the bigger or more challenging problems rather than needing to make sure their input fields all match. But more importantly, when a user moves through an experience that feels disjointed—even just visually—their use \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"and their trust\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" in that experience can be disrupted. Trust and task-success in a health insurance provider are extremely important because if they fail, real people lose access to health care. At Medavie we keep ourselves grounded in the reality that this isn't about \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"just \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"making things look good or work consistently, it's about making access to care a path that's as wide and easy to follow as possible in the challenging environment that is Canadian healthcare. And consistent UI patterns of functionality aren't just nice-to-have, they can be a critical accessibility consideration for some users. In healthcare, it's not enough to ensure an experience works for \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"most people\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\", it needs to work for everyone.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"I've structured our components section so that in addition to working as a Figma library, it also serves component specific guidance directly on-page so that accessibility considerations, use case examples, and prototype interactions are never out-of-sight out-of-mind.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"0878b703b7854a34fcc7a71080b3dd7959b629c4\",\"src\":\"https://s3-alpha-sig.figma.com/img/0878/b703/b7854a34fcc7a71080b3dd7959b629c4?Expires=1772409600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=C7n11k3AOciNdzi5JJ6XaM7OIjP~H4tIKvTfhUIrzQYWDA9OSGGMyfmsd58aCXHd~fewFP~EmwWeDwlF855kp4Q8jxq4heh2VEWiJwyoNOA2dHEtPOVAdMFxP25CJIqU3R6c50NK9JV24axo5CtwDcAjwYh3B6hh3xsjX96UDmfITyGwnKAHwjFvO25lzuNCubj02KZwHMzbcqvYw6cRizW74wfTq~7yv7dpu6zV~C301kTuj6B6fGPLDEu3i8rtxYs47Lawtsx~uk61zR-y98Z-U0~ehZ0IsHfzLNcF4Bo6cIWN6UH8Q~vCS9KBdOhA-Qk5ktD53DgfPnO3b4ol6Q__\",\"altText\":\"\",\"originalImageWidth\":2708,\"originalImageHeight\":573,\"isFillWidth\":true}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Methods and decision-making\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Visual consistency is one thing, but supporting design methods and decision-making is another, and is a benefit of using design systems that can be underestimated. Building foundations and components that foster consistent production methods builds that efficiency into the entire pipeline, and reduces the confusion and churn that comes from inconsistent production when collaborating. Developers and QA feel those benefits. It also helps designers and stakeholders alike make and understand design decisions on a similar basis, so they can spend less time reinventing wheels or dissecting well-established patterns and more time focusing on solving new problems that grow our overall capabilities. For example the project group stops debating how cards should present or be arranged and focuses on how the user flow for this product works best. It's a basic fact of human brains that making decisions takes effort and energy; even small decisions can become tiring when there are many of them. We want that effort and energy spent on the right decisions.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"In terms of components, we make use of semantic and scoped variables to make the process efficient for designers and developers. They don't need to recall which colours can be used where, Figma presents their options to them in context with clear labels; the hover colour tone for borders is presented as a labelled option directly when changing the border colour. Developers match this with their tokens. For wider contexts, we keep the foundational information on a separate page but within the same document to reference everything from layout grid types to how text should be written. For Medavie's design system, I've taken the guidance one step further to add a Heuristics \u0026 HCI Principles page which covered things like Error Prevention \u0026 Recovery, Controls \u0026 Permissions, Discoverability, etc. The sort of considerations professional designers use to make decisions, here laid out in clear dot-points with linked WCAG references and research backing them up so developers and business stakeholders can understand and benefit as well. Everyone participates in design, so everyone should have access to information to make good design decisions.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"4ee82350cb8052ce3964fd9af5199f253275d288\",\"src\":\"https://s3-alpha-sig.figma.com/img/4ee8/2350/cb8052ce3964fd9af5199f253275d288?Expires=1772409600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=XvdcAH-srfb9~RID19cywnXWC4H65fM~jSGLP0K~YPSvcKdy2rkR4W6dPPbKqZFO8CGItz9nj-nWEmzzyAybBU2wunswsacXXJOEiI9K7QrmC6Gh0NljxYep2GWTT-m1bltJEAdaJ8ahUuzdIHSdvaJRW49-XyeEX-xtdusrLYyCDY-SeOJ4266Xkv2huU5IL0Qxf8osgCPBRzofnP6e8aYyb8rySzwXnnr95YorpOFrT-D-lOczngEyFkLspSiQPBTwpLZCB7BbYGmirg~MvFra2b0szQipufeLJBhSJqy69L1wBSL6q6iGImH97ShTQq228lZvj0F4HZZK8XLMxQ__\",\"altText\":\"\",\"originalImageWidth\":2854,\"originalImageHeight\":277,\"isFillWidth\":true}],\"direction\":null,\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"left\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Managing change, and the future of our system\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"left\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Given our system has such wide impacts and implications across so many products, you might expect it to become overly prescriptive or hard to change. That was certainly a concern we had in mind from the beginning. This is meant to be a resource that makes production efficient, supports good design, and enables our teams; if it begins to hold them back or limit their ability to meet user needs, something has gone wrong.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"From the outset I've kept our design and production teams involved, and our wider pool of partners informed. Unlike many design systems on the market, this one is still intentionally fully kept in a Figma working file where everyone can directly comment and discuss in full transparency of everyone else. This is important because we're still in the 'trial-by-fire' stage of this system, it's fully realistic that components will need to change, foundations will need to be better defined, and new use-cases will require changes that flow back through the system. At this early stage, I am still personally reacting to those changes and making them as quickly as I can, but we know this will become too large for one person long term so I am also teaching these teams how to bring an enhancement into force as a process; building changes into review branches and debating them with peers before publishing. \",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"A design system must have a clear path to take on enhancements if it will stay useful for long, and as this system is picked up by more products this cycle will grow along with the involved teams. Our first adoption is to align with an internal dev library which several of our products use, so we benefit from the review processes of that library and will get to roll out impact across several products at once; that's a big first step but it's going well. After that, we will see adoption from other products which don't use that tech-stack, and those teams will have the benefit of seeing something already in production. At that time, we plan to make this resource publicly available so our external partners and peers can also benefit.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"If you'd like to talk about more details on how I'm building design systems, \",\"type\":\"text\",\"version\":1},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"reach out!\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"link\",\"version\":1,\"rel\":\"noreferrer\",\"target\":\"_blank\",\"title\":null,\"url\":\"mailto:gavin.billings@gmail.com\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"78fea6df-e8e8-4ba1-9f02-f908076b9ca4"},{"id":"0f9b0d5c-c993-4ab4-9ac1-e40b3797ac22","value":"design-system","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"a2275068-ae26-4dd5-add4-275933767ea8"},{"id":"4c5c62d2-5f1f-45af-bf2b-e8f6f71d3aea","value":"2026-02-16","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"0653af49-9844-4c79-9be9-6f36325da0ac"},{"id":"c6af1948-9d01-4f9b-bf4f-9053e128305d","value":"Navigating the challenges of a cross-product design system at a large company.","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"0d2891f4-6286-4072-8865-5238cde65715"},{"id":"58901e39-f439-4650-8628-104792043a1d","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Across more than five company divisions, four developer teams, and three design branches.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"ba6b96e8-4885-4fe4-95db-4e90a22697b2"},{"id":"cc626a5d-a171-4266-bbd3-af1caa2595ce","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Already over 160 necessary components, 200 variables, and 30 guidance topics.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"8e2ba39b-9d82-45bd-90d7-0e84fcd668ee"},{"id":"0f44fd07-28fe-4a31-b7f1-e48e1ffb145b","value":"160+ Components","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"0a1c3e12-71d9-44fc-86e2-4caa429796b6"},{"id":"1960c79d-5a10-4e4f-a48d-d488577b9deb","value":"50+ Stakeholders","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"21cd4768-8efd-4a1f-afd4-fa951af92660"},{"id":"37f4edd2-9db7-45cb-8d1e-4f800d400eea","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Serving unique internal and external purposes but all leveraging a shared design language, best practices, and production methods.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"6f55d3c1-87ec-4a2b-b366-0ed622847964"},{"id":"a6d340f6-1fab-4f1d-99d3-80cb8dd520c8","value":"10+ Digital Products","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"76cb40b8-0cd6-4687-b660-88a3f8b50bff"},{"id":"34885828-3cd0-48e0-a6cc-3ef9c7c2fc66","value":"{\"image\":\"c51b88230b93146718d1973eb40f6298070aaca8\",\"imageThumbnail\":\"ab56d8d7e3d601772b570e77cd44953f0f740070\",\"originalImageHeight\":875,\"originalImageWidth\":1041,\"altText\":\"\",\"fileName\":\"ButtonsTiled.jpg\"}","itemId":"dfc7dbd2-fecf-4112-8410-775f36e5a62e","fieldSchemaId":"3182d33a-dbee-43c9-9931-b900cee1d70c"}]},"727859da-54e8-4e18-813d-538ce6ddf94d":{"id":"727859da-54e8-4e18-813d-538ce6ddf94d","index":"#f","collectionId":"3d6d52f4-0a1b-40c9-8839-9563e3971a6f","fields":[{"id":"d0d0811a-f1da-4ce0-be55-879501196025","value":"apply-online","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"a2275068-ae26-4dd5-add4-275933767ea8"},{"id":"3ee20a66-bedc-4375-9970-774d16b5727f","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Insurance Online Application (IOA) a.k.a Apply Online\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" was built for a single purpose: allowing solo shoppers to purchase our flagship health plan for individuals. Since then, it has evolved into a digital product suite we use for several types of health plans, supplementary coverage for Group members, retirement plans and more. Throughout its evolution, IOA as a digital product has always been subject to a high pace of change and business pressure since it represents a direct revenue stream, it's integral to certain parts of our business.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Some experiences within IOA can now be quite complex; we have open and closed sales funnels and some major differences in content and logic based on region, Group (in the case of supplemental plans), or the choices the user makes within the experience itself. Process steps may be added, removed, appear in different orders, or have variable dependencies based on these factors, so the design of IOA needs to be both reliable and very flexible.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Some examples of feature flexibility:\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Optional coverages can be added to a separate group plan at the individual member's discretion. How much coverage and in which category is determined in collaboration with the group's Plan Sponsor. We also work with them to configure for thresholds which require additional medical underwriting, and whether some coverage types are dependent on opting into others.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":1},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Individual plans allow choice for coverage amounts to vary within Health, Dental, Drug, and Travel lines of benefit, so the user can choose where they want to balance costs and benefits for their own needs.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":2},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Different regulations on the health insurance industry in the province of Quebec impact logical dependencies for things like identifying beneficiaries, or what happens when a life insurance benefit pays out to an estate.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":3}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"list\",\"version\":1,\"listType\":\"bullet\",\"start\":1,\"tag\":\"ul\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"On top of the functional flexibility, we have variation of branding within IOA because different insurance products are sold, and different regional providers are attributed or legally responsible for the coverage. Expressing the brand for a product vs. a product suite vs. a provider adds design complexity, but it adds much \",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":2,\"mode\":\"normal\",\"style\":\"\",\"text\":\"more\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" complexity to the stakeholder discussions. Coordinating with Legal and Executive teams both within and outside the company was a major effort to make this experience meet their requirements while still holding true to user needs, comfort, and confidence as they make a purchase.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Examples of brand flexibility:\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"heading\",\"version\":1,\"tag\":\"h3\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Logos and text content changes to align with other communications or process steps beyond IOA.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":1},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Legal disclaimers, attributions, trademarks and copyrights vary based on region and plan.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":2},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Plan administration may come from one corporate provider while underwriting or accountability for the line of benefit comes from another depending on region, requiring different legal agreements with the user.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"listitem\",\"version\":1,\"value\":3}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"list\",\"version\":1,\"listType\":\"bullet\",\"start\":1,\"tag\":\"ul\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Overcoming these product challenges has been well worth the effort as this initially humble digital product has allowed us to access entirely new markets and ultimately provide health coverage to more Canadians in more varied situations. We now serve more than five categories of plans—most with flexibility and customization within them—across more than six provinces in collaboration with other providers. \",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Ensuring IOA can support what prospective members and existing group clients want in their Insurance Plans is a big piece of remaining competitive in a saturated market. With that in mind, many of the details are privileged, but if you'd like to hear more about how I've worked on the design of IOA, please \",\"type\":\"text\",\"version\":1},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"reach out!\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"link\",\"version\":1,\"rel\":\"noreferrer\",\"target\":\"_blank\",\"title\":null,\"url\":\"mailto:gavin.billings@gmail.com\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"78fea6df-e8e8-4ba1-9f02-f908076b9ca4"},{"id":"e104557e-615b-4fe1-b88f-8a0deeeda058","value":"Apply Online","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"81c3dafd-21d3-4e82-b304-3549b81e5502"},{"id":"9234a449-ca67-4362-b066-9a805d11c532","value":"2025-08-01","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"0653af49-9844-4c79-9be9-6f36325da0ac"},{"id":"74d01816-d986-4c07-ad52-2428d1e726b5","value":"Evolving a local single-use product into a flexible, modular solution across regions.","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"0d2891f4-6286-4072-8865-5238cde65715"},{"id":"eaceb210-635b-4827-9fb3-736afe99da09","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Multiple products offered across the eastern half of Canada through this product, with certain supplemental plans available nation-wide.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"6f55d3c1-87ec-4a2b-b366-0ed622847964"},{"id":"f2b807f5-e754-4e13-869d-6fe51bec9a8e","value":"+5 Plan Types","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"21cd4768-8efd-4a1f-afd4-fa951af92660"},{"id":"405bc71a-64bd-4ae6-9d80-c4cacca2c431","value":"+4 Business Teams","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"0a1c3e12-71d9-44fc-86e2-4caa429796b6"},{"id":"37dd68a0-c8f5-4681-8786-f5b089c259a2","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Four consistently involved lines of business, with others involved for certain components of some plans (e.g. Travel coverage within a comprehensive plan)\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"8e2ba39b-9d82-45bd-90d7-0e84fcd668ee"},{"id":"cbfb01d7-d46e-4313-bef0-e93ec67598c2","value":"+6 Provinces","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"76cb40b8-0cd6-4687-b660-88a3f8b50bff"},{"id":"88f67b1c-6eac-4d88-b206-975707a1c2ec","value":"{\"root\":{\"children\":[{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Two additional individual products and now three supplemental plan types.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"root\",\"version\":1}}","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"ba6b96e8-4885-4fe4-95db-4e90a22697b2"},{"id":"39b39967-26b1-4737-b023-2ac23ae7da1e","value":"{\"image\":\"1b4dc37df4be08285a3bdd79c5ba9db70297ea46\",\"imageThumbnail\":\"bdc782312f46abce9223dab68d2b364aa55b2a43\",\"originalImageHeight\":1282,\"originalImageWidth\":1920,\"altText\":\"\",\"fileName\":\"kelsy-gagnebin-6-hyukEpsyI-unsplash.jpg\"}","itemId":"727859da-54e8-4e18-813d-538ce6ddf94d","fieldSchemaId":"3182d33a-dbee-43c9-9931-b900cee1d70c"}]}}}},"slugByItemId":{"56b610db-4f87-4c86-a549-84ca10393f1f":"online-enrolment","dfc7dbd2-fecf-4112-8410-775f36e5a62e":"design-system","727859da-54e8-4e18-813d-538ce6ddf94d":"apply-online"}}