Overview

For this project, we partnered with a leading insurance company in Central America to digitize their application collection and process tracking procedures. The primary goal was to enhance response times and operational efficiency for their insurance brokers. Our main focus involved creating interactive wireframes to illustrate User Stories crafted to address these needs. In addition, usability workshops were conducted with insurance brokers to gather their feedback on this upcoming solution that they would be using.

Role

UX Designer
Visual design, Prototyping & Testing

December 2022 - April 2023

Defining the problem

The primary challenge faced by this client was that, for numerous years, including during the pandemic, user product movement requests were handled physically. In cases involving digital processes, tools like email were employed to initiate requests. However, this approach lacked traceability for each process and led to delays in response times for advisors. Consequently, the client aimed to introduce a functionality within the insurance brokers' web and app platforms. This initiative sought to establish organized processes and grant autonomy to advisors. This would enable them to monitor the status of requests and undertake necessary actions in accordance with the request's progress.

Objectives

Introduce a new feature for the requests within the intermediary platform.
Offer intermediaries a proposal encompassing an optimal user experience tailored to their requirements.
Validate the prototype with intermediaries to gather feedback that will inform the development of user stories to be delivered.

We engage in User Experience through the lens of Design Thinking, enabling us to cultivate a human-centered innovation process that considers individuals, their environment, and technology.

We starting from the prototyping of the pre-established user stories. This approach aimed to assist the client in visualizing the concepts. Usability testing was conducted to make relevant adjustments and ensure that the studied tasks effectively achieved their objectives.

Wireframes

Sketches

Hi-Fi

Certain sections of the wireframes were modified to exclude any mention of the client's name or sensitive information.

Evaluated Metric

Usability metrics serve as a valuable tool to determine a product's position relative to its competition or user expectations. The insights derived from these metrics enable a focused allocation of efforts and resources to areas where the greatest impact can be achieved to enhance the product. This might involve addressing areas where users perceive confusion, inefficiency, or frustration.

On this occasion, the evaluated metric was satisfaction, aimed at gauging the level of contentment the user experiences with the proposed solution. *The assessment was conducted using the internationally recognized SUS (System Usability Scale) framework.

Thank you!

Page updated

Google Sites

Report abuse