Redesigning the Content Library: A Story of Transformation
Overview
When United Healthcare Group came to us, they were facing a big challenge: managing over 11,000 documents in Symphio's content library that felt more like a maze than a tool. Every task, whether finding a file, uploading new documents, or understanding where content was being used, was an exercise in frustration. Navigating the old folder-based system required users to drill down three levels to locate a file. Without a search function, they often had to call a colleague just to find the right document. For a team working on complex configurations and time-sensitive customer needs, this was far from ideal.
The manual upload process was no better. Users needing to add 50 or more documents had to painstakingly upload each one individually, costing them valuable hours. And then there was the hierarchy problem: the relationships between Items, Variants, and Versions—essentially the foundation of how documents were organized—were confusing, leading to mistakes and inefficiencies.
This wasn’t just a problem to solve, it was an opportunity to transform the way they worked.
Discovery and Collaboration: Building with Purpose
Our journey started with extensive research. We didn’t just ask users what they wanted; we watched them struggle with the existing system. Every click, every question, every workaround they had to create told us a story of frustration. From this, we uncovered not only their pain points but also hidden opportunities. For example, users needed better insight into where files were used across multiple configurations—something they hadn’t even asked for.
Armed with these insights, we set out to redesign the content library. Collaboration was key. We worked closely with United Healthcare and our engineering team to ensure that the technical architecture could support a more intuitive system. We tested workflows, rethought navigation, and created wireframes that were clear and actionable.
Diagramming a new workflow:
A Smarter, Simpler Content Library
The result was a complete transformation. We reimagined the content library using the Item-Variant-Version (IVV) Model to reflect how users naturally organize and interact with documents:
Item represents the overarching category, like a health insurance policy.
Variant covers specific variations within that category, such as state-specific policies.
Version tracks updates to each variant over time.
Instead of forcing users to navigate through folders, we introduced search functionality that lets them find content by Item, Variant, or Version in seconds. We added a bulk upload feature, allowing users to upload dozens of documents at once—saving them hours of manual work. Navigation was completely rethought, enabling users to move seamlessly between levels with clear links that kept them oriented.
But the redesign wasn’t just functional—it was thoughtful. We improved accessibility with better color contrast and screen reader compatibility, ensuring that the library worked for everyone. Every detail was designed to make the experience intuitive and delightful.
Old landing page for Content Library:
New redesign:
A Game Changer for United Healthcare
When we demoed the new library, the feedback was immediate and enthusiastic. United Healthcare users called it a “game changer,” highlighting how much easier their work had become. Bulk uploads alone saved over 30 minutes per session, while the ability to search eliminated the endless back-and-forth of finding files. Users could now see exactly where content was being used across multiple configurations, enabling them to work smarter, not harder.
More importantly, the IVV model made sense. For the first time, users understood how Items, Variants, and Versions connected, reducing errors and boosting confidence.
Looking Ahead: The Next Evolution
While the redesign was a significant improvement, we know there’s always room to grow. In the next phase, we plan to introduce AI-powered Smart Tagging to help users access bulk files faster. AI will also help summarize changes between uploaded versions and ensure accuracy when adding content. These enhancements will take the library to the next level, making it even more powerful and user-friendly.
The Impact
This redesign didn’t just fix a broken system—it transformed how United Healthcare works. It empowered their team to focus on what matters: creating and managing the complex documents their customers rely on. By listening to their needs and designing a tool that truly worked for them, we turned frustration into efficiency and confusion into clarity.
The content library isn’t just a tool—it’s a solution that keeps evolving to meet the needs of the people who rely on it. And that’s the kind of transformation we’re proud to deliver.