Turning a section that generated tickets into one that answers them.
Clients couldn't tell whether their workers were covered — so they kept getting fined, and kept calling us. I rebuilt the ILOE section around clarity and cut support queries by 91%.
ILOE is the UAE's mandatory unemployment insurance. Every worker must be subscribed — or the government fines them AED 200 to AED 400.
On the C3 portal, employers subscribe and renew ILOE for their entire workforce from one screen — sometimes hundreds of workers at once.
When that screen is unclear, the worker gets fined, the employer gets angry, and it all lands on customer support. This case study is about closing that loop.
Reduce ILOE customer-support queries by 90%.
The ILOE section had become the single biggest source of confused tickets in the portal. The mandate was blunt: make it clear enough that clients stop needing to ask. Before touching pixels, I went to the tickets.
Four months of tickets pointed at two culprits.
I pulled every ILOE support ticket from April to July and grouped them. Two categories swallowed almost everything: "subscription status & fines" (≈50% of all queries) and "double debits."
11 client questions boiled down to two feelings.
I mapped the 11 recurring questions onto the fine lifecycle with the team. Everything sat on one side of a single moment — the fine — as either an awareness gap or a clarity gap.
“I don't know if my employee is about to be fined.”
No installment status, no expiry warning, no heads-up before AED 200–400 hits.
“My employee got fined — but I've no idea why or what to do.”
The pending tab showed a status with no reason and no next action.
Four tabs, each hiding the thing clients needed.
I broke the section down tab by tab and tagged each problem P0–P2 with the PM, so we knew exactly what to fix first.
No installment status — clients couldn't tell who was paid up or who'd get fined next.
A raw status with no reason and no action — "pending" told them nothing.
Clients added duplicate Emirates IDs, triggering double debits on the same worker.
How does everyone else show ILOE?
I ran a teardown of Dubai Insurance's ILOE portal and other providers — the same job, solved differently.
The whole team brainstormed. Impact vs effort decided.
I ran a "How might we bring clarity to the pending tab?" session across 13 people — design, product, CS, and engineering — then plotted every idea on an impact/effort matrix and sliced it into three shippable iterations.
A section that tells you what's wrong — and what to do.
Two moves carried most of the impact: an actionable Pending tab, and installment-status visibility on the Subscribed tab — so clients see trouble coming and know exactly how to clear it.
An actionable Pending tab
Every row now names the exact issue — Fine Found, Worker Details Not Found, Technical Error — and spells out the action. Fines can be cleared inline through ILOE Quick Pay, right where the problem surfaces.
Installment status, in plain sight
The Subscribed tab surfaces Policy Status, Auto-renew date, and a live Installment Status — Fully Paid, Paid on time, or Overdue — with filters and hover tooltips that explain what each state means and when the next payment is due.
Fine Found, Worker Not Found, Technical Error — each with the next step spelled out.
Clear a fine inline instead of calling support.
Filter by policy and installment status; tooltips explain each state and due dates.
Emirates IDs are validated before submission — the double-debit bug at the source.
Clear section. Quiet support queue.
ILOE support queries dropped 91% after the revamp.
The two categories that once drove half of all tickets — status/fines confusion and double debits — all but disappeared.
What I'd carry forward.
The biggest lever wasn't a prettier screen — it was reading the support queue as a design brief. Every ticket was a client telling us exactly where the interface failed them.
The 91% figure is measured against the April–July baseline. Iterations 2 and 3 (Pay Now, richer notifications) were still rolling out at the time of writing — more upside to come.