My Team

Suncentral - Sun Life Financial

In Sun Life’s Suncentral platform, the "My Team" experience provides users with a comprehensive view of their team, including business or support responsibilities and delegated access details. The tool adapts its functionality and visibility based on the user’s role (advisor, assistant, or back-office staff) ensuring that each persona sees only what’s relevant to them.

I designed this complex experience from the ground up, transforming a previously manual and time-consuming process that required calling the help desk into a self-serve, intuitive, and seamless solution that empowers users to manage team updates efficiently.

The "My Team" experience is one of the few personalized experiences within Sun Life and is currently live.

I was the UX lead, and the sole UX designer, responsible for all Suncentral-related experiences from day one.

My process involved

| Stakeholder alignment | Strategic problem-solving | Wireframing and prototyping

The challenge

Before this solution was implemented, advisors, assistants, and back-office staff were required to call Sun Life directly to request updates to their team members.

This process was time-consuming and inefficient, as it involved contacting the help desk and waiting several days for the requested changes to be processed and reflected in the system.

The process

Personas.
The site serves three key personas: Advisors, Assistants, and Back-Office staff.

For the My Team experience, I designed three distinct flows to match the unique permissions and tasks of each persona, ensuring that users see the experience tailored to their role.

I led the creation of these interconnected flows, addressing the complexity of team interactions so that any changes automatically notified all relevant users, streamlining communication and reducing errors across the system.

UX and engineering collaboration.

I have always collaborated closely with engineering teams, but the complexity of the My Team feature required an even deeper level of coordination. Because the feature involved multiple flows based on user roles and permissions, it was critical to ensure that the interactions presented in the demo were fully feasible from a technical perspective.

To align on the best implementation approach, I conducted several workshops with engineers and developers using the wireframes I created. These sessions helped us collaboratively explore different possibilities and ultimately define the solution that was implemented.

While I maintain regular communication with engineers on all projects, this feature demanded more in-depth discussions and joint problem solving. This close collaboration enabled a smooth development process and contributed to the successful delivery of one of the most complex features on one of the most important Sun Life Advisor sites.

User testing - Demo

Given the complexity of this feature, the most effective approach for user testing was to conduct a demo showcasing all possible actions and behaviors, followed by a survey incorporating a variety of question types, including comment boxes and multi-select options.

To facilitate this, I built a fully interactive prototype where every CTA was functional, demonstrating the different outcomes users could experience based on their selections. Once the prototype was complete, I produced a video illustrating the three distinct role-based flows. A team member kindly contributed voiceover narration for the video, which was then used during the demo.

The feedback was overwhelmingly positive, with users highlighting how a complex process had been transformed into an intuitive and easy-to-use experience.

The new My Team experience

As the UX designer, I personally designed and built the role-based My Team experience in Suncentral from the ground up, enabling advisors, assistants, and back-office staff to manage team updates in real time and eliminating delays from manual processes.

By crafting functionality tailored to each user’s role, I ensured every persona had access to the tools and information most relevant to their responsibilities and needs.

This user-centered solution has since inspired other Sun Life teams to want to implement the experience across their platforms.