Role
Senior Product Designer
Timeline
2021 - 11 months
Overview
Problem
The Data Speaks
Understanding user perspectives on insurance technology
90% of insurance companies
80% of users
75% of clients
85% of users
"Integrating new tools with our existing systems is a nightmare—nothing seems to work together seamlessly."
"Managing policies is cumbersome, especially when different platforms don’t sync properly. It’s easy to make mistakes."
"I wish the platform could understand my needs better and suggest policies or actions tailored to me."
"Navigating the insurance platform feels like a chore—there are too many steps, and it’s hard to find what I need."
Research Synopsis
I was surprised to learn that many insurance companies and their clients experience significant frustration due to the complexity and inefficiency of current digital platforms. Despite the advanced features available, users often struggle with integration issues, navigating cumbersome interfaces, and managing multiple policies effectively. This led me to discover that what would truly benefit users for long-term success would be a platform that prioritizes seamless integration, ease of use, and personalized experiences tailored to individual needs.
Pivot
The insights from the research gave me clarity on the direction we need to take with the IBA platform. It became evident that the primary focus should be on simplifying the user experience by improving integration capabilities and redesigning the interface for better navigation. Additionally, implementing advanced personalization features will address the growing demand for tailored policy management and claims processing. These changes will help alleviate user frustrations and position the IBA platform as a leading solution in the insurance industry.
After I compiled the outtakes from the research into the affinity map, I was able to create personas that represent the main user group.
After creating my personas, I decided to place them in specific scenarios where they can use the product. The primary use case was inspired by synthesized research from user interviews, competitive analysis showing gaps in current insurance software, and personas I could fully empathize with.
The MVP allows insurance professionals to efficiently manage policies, integrate new digital tools seamlessly with existing systems, and provide personalized client services, thereby reducing operational friction and improving client satisfaction.
Epic
As an Insurance Manager, I need to access the platform so I can effectively manage multiple policies and ensure they integrate seamlessly with our legacy systems.
User Story
As an Insurance Manager, I need to input client data and policy requirements so that the system can automatically generate and manage policies according to our company’s standards.
As an Insurance Consultant, I need to customize policy options for my clients based on their unique needs and quickly navigate through the platform to provide timely service.
Acceptance Criteria
Ensure that the Insurance Manager is able to:
Successfully follow through with the onboarding process for new digital tools
Integrate new policies into the existing system without errors
Access and navigate the platform intuitively to manage policies
Ensure that the Insurance Consultant is able to:
Log in to the platform
Access client profiles and customize policy options
Quickly retrieve and update client information
Generate and share reports with clients
Purchase Trigger
Matt, a Senior Insurance Manager, is tasked with integrating a new digital tool into their existing system. He has had previous experiences with tools that disrupted workflows, so he’s cautious but sees potential in IBA’s seamless integration promises.
Second Thoughts
Matt recalls the last time he implemented a new system that caused a two-week disruption in operations, leading to client dissatisfaction. He doesn’t want a repeat of that scenario and is looking for a solution that guarantees smooth integration.
Is This a Match?
Matt tests the IBA platform by running a mock integration with a few policies. The process is smooth, with no interruptions or errors. He’s confident that IBA can be fully implemented without disrupting their existing workflows, allowing him to maintain operational efficiency while adopting the new tool.
Lightning Decision Jam
I facilitated Lightning Decision Jam Workshops during the initial discovery phase of the IBA platform design. These sessions brought together key stakeholders to rapidly generate, evaluate, and prioritize solutions for improving user navigation and task management. Through collaborative discussions, we identified and focused on the most impactful ideas that aligned with user needs and workflow efficiency.
Feature Prioritization
After understanding what solutions would provide the most value to my users, I brainstormed ideas for actual features. The goal is to make the platform user-friendly, with a focus on efficiency and streamlined processes. The research provided enough insight to determine which features would deliver high vs. low value to the user.
Initial Task Flows
After defining the features of the IBA platform, I created flows for the main tasks that insurance professionals would perform.
Mapping User Journey
Previous Navigation Structure
The current navigation architecture is complex and contains numerous menu options which lends to confusion, clutter and inefficiency. The X-Axis indicates the amount of navigation needed in order for a user to access system functions.
What needed to be improved
Improved Navigation Structure
Navigation Panel
The streamlined navigation panel reduces complexity by over 60%, consolidating key features into a single, intuitive interface. Users can now access essential functions like Clients, Policies, and Claims more efficiently, improving overall usability.
Low-Fidelity Wireframes
The first version of lo-fi wireframes allowed me to run early usability tests and discover the priority revisions that need to be implemented ASAP. That decreased the number of iterations to the later versions with all effort being put into creating the hi-fi interface. The version below includes iterations made mainly to the information architecture.
Design System
Defined the core visual and functional elements of the IBA platform, including typography, color schemes, iconography, button styles, and navigation components. It serves as a foundation for creating a consistent and intuitive user experience, ensuring cohesion across all interfaces and interactions within the platform.
UI Library
This UI components library demonstrates the building blocks of the IBA platform, ensuring consistency and usability. Each element, from customer management to financial overviews, is designed for seamless integration, providing a cohesive user experience across the platform. This library serves as a foundation for creating intuitive interfaces that support efficient workflows.
High-Fidelity Key Screens
These screens highlight the refined visual and functional elements of the IBA platform, ensuring a cohesive and intuitive user experience through consistent typography, color schemes, iconography, and navigation.
Global Search
By consolidating search capabilities into a single, intuitive interface, users can streamline their workflow, reduce time spent navigating through different sections, and ensure they have all the necessary details at their fingertips for efficient case management.
Widgets Control
Customize your dashboard by adding and arranging widgets, allowing for a personalized and efficient workspace tailored to your needs.
Smart Side Drawer
Cases Management
Easily manage and track cases with a streamlined interface, providing quick access to all relevant details and actions for more efficient workflow.
Smart Side Drawer
Documents Management
Easily manage documents with quick access to all necessary files, ensuring a streamlined and efficient workflow.
Smart Side Drawer
Communications
Streamline all communications in one place, with quick access to emails, messages, and related tasks, improving overall user efficiency.
Smart Side Drawer
Notes Management
Access all notes in one organized view, allowing for efficient documentation and retrieval of important information related to Clients, Policies, and Claims.
Smart Side Drawer
Timeline
Easily track all activities and updates in one streamlined timeline, providing quick access to case histories, comments, and necessary actions for improved workflow and decision-making.
MVP Roadmap
The MVP Roadmap details the prioritized features and components for the IBA platform's development. It highlights the essential elements that need to be delivered first, including customer profiles, dashboard functionalities, and document management. This roadmap guides the team through each stage, ensuring that critical features are completed and reviewed systematically to meet the platform’s goals efficiently.
Mobile App
With optimized navigation and key features consolidated into a single, user-friendly platform, the app enhances productivity and usability, allowing insurance professionals to efficiently handle their tasks from anywhere.
Usability Testing
I conducted usability testing with 5 users to evaluate the first prototype of the IBA platform, focusing on ease of use, navigation, and task completion. Here are some key findings:
View Prototypes
100% of tasks
were completed successfully, demonstrating that users could effectively navigate the platform and complete their assigned tasks without significant issues.
90% of users
found the navigation intuitive and easy to follow, indicating that the design was largely user-friendly and met their expectations.
85% correctly utilized key features
like Client and Policy management without assistance, showing that the core functionalities of the platform were well-designed and easy to understand.
“Users had trouble identifying the status of ongoing cases.”
FIX:
Added visual indicators and a clearer timeline view to track case progress.
“Dashboard was perceived as cluttered with too much information.”
FIX:
Provided customization options to personalize the dashboard view.
“Users found it challenging to manage multiple documents simultaneously.”
FIX:
Introduced a side-by-side document viewer and improved document tagging.
“Some users experienced delays when accessing frequently used functions.”
FIX:
Implemented quick-access shortcuts and optimized load times for key features.
Expanding platform capabilities
to integrate more complex insurance processes and functionalities that cater to a broader range of industry needs.
Refining the payment management system
to support a variety of billing and payment workflows, ensuring seamless transactions for different types of insurance policies.
Incorporating advanced data visualization
to help users better interpret analytics and make informed decisions based on comprehensive data insights.
Enhancing user collaboration features
by improving communication tools and shared workspaces to foster better teamwork and client interaction.
This project reinforced the importance of balancing innovation with practicality. Initially, the goal was to introduce groundbreaking ideas to the insurance platform. However, the experience highlighted that enhancing user experience through refined processes and interface simplifications can be just as impactful. The focus shifted to optimizing the user journey and navigation, proving that thoughtful design adjustments can significantly improve functionality within established frameworks.
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