CSAA INSURANCE GROUP

CHALLENGE

Consolidate the multiple legacy tools of insurance process. Customize the application to the needs of the individual states and automate the entire process.

TRADE

Roles: User Experience & User Interface

Tools: Adobe InDesign, Axure RP, and

Microsoft Visio

My Role:

I partnered with a project manager, stakeholders and 2 other designers to plan and implement user research activities, card sorting, wireframes, build prototypes, usability testing and iterate designs.

Goals:

  • Simplify the tasks, scenarios by taking advantage of users

  • Create intuitive, simple user friendly UI for the agents that helps them work efficiently.

  • Inferred customer goals and balanced business goals

  • Decrease the policy issuing time.

  • After the new version of app was released, we monitored different feedbacks to iterate our designs overtime to optimize user experience.

PROCESS

Persona

During this stage I interviewed with different groups and had personal interviews with 8-10 representatives of each group. Based on the feedback and the information that I gathered, I came up with multiple personas which covers multiple roles and their pain points were captured.

CSAA Personas.jpg

Brainstorming

By analyzing personas and their pain points I came up with different features that could improve the customer experience and the product experience. Another key step was to categorize each feature into category and create a structural framework.

Information Architecture

After capturing the user feedback from the card sorting activity I came up with the information architecture which address the users need

Wireframes

This is a critical step for design, multiple frame works were created and run through stakeholders, and multiple users to make changes in framework, content and userflow for a final decisions. Based on the decisions these wireframes were produced to create initial prototypes. Considering the feedback, the wireframes were iterated according to the user’s needs and usability testing was performed.

wireframe1.jpg

Interactive Prototype

Created end to end interactive prototype in Axure and tested the application with users. The Artifact below is just a screen shot from prototype, not a working prototype. Due to NDA I cannot share the working prototype.

Interactive%2Bprototype.jpg

Quick Quote App

It was a very short term project where I had to ideate paper sketches based on the given case study. I brainstormed UI ideas with the team and I created a set of wireframes that was validated by the research team based on previous Agent research. I then created prototypes from wireframes for user testing.

Paper sketches were done and several rounds of iterations took to refine the core flow and screens.