Project timeline: 3 months
Team: 1 designer, PM, stakeholders, and developers
INTRO:
Outdated platform and process needed a redesign
The company sought to improve how insurance agents access important documents online. The existing process required agents to register through an online portal before accessing necessary documents. This process was outdated and prone to errors due to manual data entry, lack of real-time input validation, and unnecessary complexity in the registration part. Additionally, once registered, agents found the document retrieval tool wasn't optimized for various devices, leading to low adoption rates and increased support calls.
GOALS:
To support our key objectives of agent activation and cost savings, we aimed to:
1. Increase efficiency by reducing support call volume
2. Boost adoption of our digital platform
3. Lower abandonment rates by providing timely feedback, streamlining data collection during registration, and improving document retrieval speed
4. Enhance user experience with simplified registration and search functionality
5. Implement a cohesive design system for brand consistency across platforms
2. Boost adoption of our digital platform
3. Lower abandonment rates by providing timely feedback, streamlining data collection during registration, and improving document retrieval speed
4. Enhance user experience with simplified registration and search functionality
5. Implement a cohesive design system for brand consistency across platforms
My role and collaboration on the project:
I am a sole designer assigned on the project, but in this project I collaborate with cross functional team. With the help of our product manager, we scheduled multiple team meetings with different teams to get to know the features of this document search and online document registration. We connected with customer support team, operation, product, and tech and also scheduled weekly check-ins with smaller team of PM and developers.
To make sure we get to know all the pain point from different point of view (internal, external, and business) I conducted user interview, usability testing, user flow analysis and design feedback with them.
1. Conducted internal interview with operation and support team
2. Conducted usability testing on current experience
3. Discuss and taking notes of tech capabilities and their challenges
4. Compiled user pain points and opportunities
5. Understanding the different users needs and access to the tool
6. Made user flow for existing and future flow and pitched the ideas to the team
7. Wireframe and high fidelity design
8. Design QA on test page
To make sure we get to know all the pain point from different point of view (internal, external, and business) I conducted user interview, usability testing, user flow analysis and design feedback with them.
1. Conducted internal interview with operation and support team
2. Conducted usability testing on current experience
3. Discuss and taking notes of tech capabilities and their challenges
4. Compiled user pain points and opportunities
5. Understanding the different users needs and access to the tool
6. Made user flow for existing and future flow and pitched the ideas to the team
7. Wireframe and high fidelity design
8. Design QA on test page
Challenges:
In this project, we are not yet able to do a full user testing on our actual agents. The user testing has been done by internal audience for first iteration.
