User-focused Modernization of ORRM’s Critical Reporting System

Old Republic Risk Management (ORRM) undertook a comprehensive digital assessment of their Unit Statistical Reporting (USR) application, which processes over 400,000 records annually. The project aimed to modernize a system originally built in the 1970s, with a focus on improving the user experience for claims adjusters and optimizing the underlying data structures to enhance overall efficiency.

ORRM’s USR application, a critical component in processing workers’ compensation data, was outdated and difficult to maintain. The existing system was built on legacy code, leading to inefficiencies, manual errors, and a suboptimal user experience for claims adjusters. The challenge was to modernize the application while preserving its core functionality and improving the overall user experience.

The Approach

Our team led a detailed digital assessment and provided strategic recommendations for the modernization of ORRM’s USR application. Key actions included:

• User Experience Focus: Conducted interviews with claims adjusters and other key stakeholders to understand their workflows, pain points, and requirements. This information was used to design a more intuitive user interface that streamlined processes and reduced the likelihood of errors.
• Heuristic Review: Performed an in-depth heuristic review of the current system, identifying usability issues, inefficiencies, and areas for improvement in both the user interface and underlying data structures.
• Data Structure Optimization: Analyzed the data structures within the USR system to identify opportunities for optimization, ensuring that the modernized system could support future growth and integration with other platforms.
• Modernization Roadmap: Developed a phased roadmap that outlined short, medium, and long-term goals for the system’s modernization, including recommendations for technology stack upgrades and integration with external systems.

The Result

• Improved Claims Processing: Delivered a more intuitive and efficient user experience for claims adjusters, resulting in faster and more accurate data entry and processing.
• Optimized Data Structures: Provided a clear path for optimizing data structures, which will enhance the system’s performance and scalability in the long term.
• Strategic Modernization Plan: Developed a comprehensive roadmap for the modernization of the USR application, ensuring that ORRM can continue to meet regulatory requirements while improving operational efficiency.
• User-Centered Design: Focused on the needs of end-users, particularly claims adjusters, to ensure that the modernized system directly addresses their challenges and enhances their productivity.