Insurance-Broker Communications
Desktop WebPortal
Exploratory Research | Information Architecture | UI & Interaction Design
Role: Product Designer
Duration: 10 weeks
Tools: Figma, Miro, MS Office
Overview
A vehicle insurance company needs to improve communication around the premium collection process for broker-managed accounts to reduce lost documentation, re-work and customer frustration.
User Pain Points
No single location for information
Manual data entry, searching, and sorting
Inconsistent data collection resulting in delays
Solution
Create a web-based portal accessible by internal and external teams that enables data to be input a single time, and all parties to see the same information, while building in flexibility for future automation and business reporting.
My Role
I collaborated with UX research to script and conduct stakeholder interviews, enabling me to craft a simplified process diagram – a conversation tool to inspire the subject matter experts to ideate beyond their current systems. I contributed to creation and facilitation of 5 hours of workshops with up to ten stakeholders.
With the workshop findings, I was able to ideate and create initial wireframes used in client working sessions, enabling further prototype iteration. I used the prototypes in two rounds of user testing with three different user groups to continue refinement of the design.
Process
Collaborated on development of research plan to meet project schedule and goals.
Scripted and conducted interviews with both client and external customer subject matter experts.
Designed a simplified process diagram to clarify complex conversations.
Created and facilitated two stakeholder workshops.
Simplified Process Map + User Pain Points
User Testing script, prototype stillshots and notes.
Developed wireframes and prototypes informed by interviews and workshops.
Lead stakeholders in information architecture discussion and exercise.
Revised wires based on stakeholder working session feedback, and updated branding.
Drafted and guided two rounds of iterative user testing.
Designs have been de-branded as the product is not available publicly.
Takeaways
Regular (virtual) hands-on design working sessions with stakeholders can help uncover user needs and scenarios that may not come out during interviews.
If the group of available users is small, get creative to get a variety of feedback, such as folks who do related tasks in a different context.
Design flexibly for future edge cases.