Leading Insurance Company

Insurance Company is the nation's largest mutual life insurance company and one of the largest life insurance companies in the world. Its owned by its policyholders and has no outside shareholders. As a mutual, distributes a portion of its earnings to eligible policyholders as annual dividends. Declared a $2.2 billion dividend to be paid to our eligible participating policy owners in 2024. This marks 170 years of consecutive dividend payouts.

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Problem Statement

  • Accessibility and readability challenges across various age groups.

  • Misplacement and labeling/language concerns regarding CTAs.

  • Navigation and beneficiary User flows complexities.

  • Scalability issues impacting user experience.

  • Portal is not responsive

  • Inconsistent design among different user logins for customer-facing and client-facing.

  • usability and spacing concerns.

  • Responsiveness issues affecting device adaptability.

Project Solution

  • Perform a UX audit to evaluate the effectiveness of both Customer Facing and Client Facing applications.

  • Conduct user interviews to identify pain points and offer tailored solutions to address their needs.

  • Implement a Design System to maintain design consistency across the entire application.

  • Adhere to best practices during implementation to ensure the application is adaptable to various screen sizes and remains responsive.

  • Prioritize user accessibility, readability, and usability enhancements.

  • Offer actionable recommendations aimed at improving the overall user experience.

  • Ensuring that content remains readable and accessible on devices ranging from smartphones to desktop computers.

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Research

Stakeholder interviews (13)

  • • Capture user pain points from Internal and external stakeholder interviews.

  • • Understand the critical  usability and identify learning outcome goals.

  • • Identifying the patterns from the user interviews.

App Demos (6)

  • • Understand high-leveL application landscape.

  • • Deep dive session on user flows, application functionality.

  • • Identify user problems and usability issues.

User Research

  • • Summarizing and compiling research findings.

  • • Identifying the user patterns.

  • • Get a sense of the application and the best solutions for the user pain points.

User Persona 1

Landing Page

  • • I need to go to middle of the page to view the tabs & accordion.

  • • Print view has lot of space.


Policy Details/ Financial Summary

  • • Inaccurate interest to out of surrender policies.

  • • Font sizes should be more.

  • • Accessibility Issue.


Policy Details/ Self Service Transaction

  • • Three clicks to view the details.

  • • Partial withdrawal details: save button is not highlighting for owner in withdraw form

  • • Accessibility Issue.


Policy Details/ Related Parties

  • • Lot of misplacements of buttons and not suitable labels while adding Beneficiary.

  • • Related Parties should be changed to another name as it is not relevant.

  • • Need to add international address while adding beneficiary (less priority)

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User Personas 2

Related Parties

  • • Related Parties tab not indicating proper usage (probably have to change the wordings)

  • • Filter never used.

Statements

  • • Statement tab should have filter option to view the relevant statement like address, beneficiary & 1099

  • • Accessibility issues, Tabs are not highlighting.

Landing Page

  • • Accordions are occupying space and unable to scan the content easily.

  • • Fonts sizes are not accessible for the aged group above 65Yrs.

  • • Navigation accessibility issues.

What did we learn from research

The identified issues encompass various aspects of user experience across different age groups and user types. These include challenges related to accessibility and readability, difficulties with navigation, misplaced calls-to-action (CTAs) and language labeling, issues with navigation and beneficiary user flows, difficulties in scanning content, scalability concerns, inconsistencies in design between different user logins, usability and spacing issues, and problems with responsiveness. Addressing these issues comprehensively is crucial to enhancing overall user satisfaction and usability across the applications.

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Global Recommendations


Accessibility

Elevate accessibility by enhancing features like font size, color contrast, and overall design to cater to users with diverse needs, ensuring readability, scan ability, and improved accessibility, especially for elderly clients.


Usability

Streamline the navigation process to make it more intuitive and user-friendly.


Unified Design System

A unified design system serves as a foundation for efficient collaboration, consistency, scalability, and improved user experiences in product design.


Prominent Navigation

  • • The user feedback and insights gathered underscore the importance of clear, easily accessible navigation pathways.

  • • Placing key navigation elements, streamlining menu structures, and incorporating intuitive design principles, we aim to empower users with a seamless journey through our platform.

Optimize Beneficiary user flows

StImprove the usability of the beneficiary account section by simplifying the interface and incorporating user-friendly design elements.


Responsive Design (Tablet & Mobile)

Ensuring the responsiveness of our design is crucial, as it supports a wide array of devices and screen sizes, accommodating users with diverse needs.

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Typical Add Beneficiary Flow

  • 1.The "add beneficiary flow" refers to the series of steps or processes within an application or system that enables users to add new beneficiaries to their accounts or profiles.


  • 2. This flow typically involves gathering necessary information about the beneficiary, such as their name, contact details, and relationship to the user, and completing any required authorization or verification steps


  • 3. The add beneficiary flow aims to provide users with a seamless and intuitive experience for adding beneficiaries, ensuring that their accounts are updated with the appropriate beneficiary information for future transactions or benefits distribution.

Unified Design System

Design System is the blueprint that underpins the entire user interface and interaction design of a product. It encompasses standardized components, such as buttons, typography, colors, and layouts, along with defined patterns and guidelines for their usage. By establishing a common visual language and interaction principles, a design system promotes efficiency, scalability, and a seamless user experience.

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Key components of a design system include


Design Principles: Clearly defined principles that guide the overall design philosophy, ensuring consistency and a shared vision.

Components and Patterns: Standardized UI components, such as buttons, forms, and navigation elements, and recurring design patterns that are consistently applied throughout the product.

Typography and Color Guidelines: Specifications for typography styles, font choices, and color palettes to maintain a cohesive visual identity.

Iconography and Imagery: Consistent use of icons and imagery that align with the overall design language and reinforce brand identity.

Responsive Grids and Layouts: Guidelines for creating responsive layouts that adapt to different screen sizes and maintain consistency across devices.

Accessibility Standards: Inclusion of accessibility guidelines to ensure that the product is usable by a diverse audience, including those with disabilities.

Interactive and Motion Guidelines: Standards for animations, transitions, and interactive elements to create a seamless and intuitive user experience.

Documentation: Comprehensive documentation that provides guidance on how to use each component, pattern, and guideline, facilitating easy adoption by design and development teams.

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MoodBoard

For a good user experience and visual impact on the designs, Collective thoughts and to get a visual reference that captures the essence of a design project. Composed of images, colors, and textures, it serves as a creative guide, conveying the intended mood and aesthetic. This collage of inspiration acts as a shared reference point, ensuring a unified vision and consistent design language throughout the project.

High-Fidelity Mockups

We have improvised user experience in Add Beneficiary flow.

  • • We've introduced a step-by-step wizard component for adding beneficiaries, providing users with a clear understanding of the process through easily navigable steps.

  • • Users can conveniently designate both existing and new users as beneficiaries, facilitated by an intuitive layout that allows seamless selection of existing users and effortless addition of new ones.

  • • Implemented color-coded circles accompanied by highlighted text displaying names for swift and easy readability. Additionally, these color percentage bars appear at the end of the flow, enabling users to allocate percentages efficiently.

  • • Displayed newly added beneficiaries in a popup for quick reference and easy access to the updated list.

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Crafting a Responsive Experience: Developing for Every Device

The responsiveness of a product refers to its ability to adapt and perform effectively across various devices, screen sizes, and resolutions. In the context of development, ensuring responsiveness involves designing and coding the product in a way that allows it to adjust seamlessly to different environments, providing users with a consistent and optimal experience regardless of the device they are using.

The Business Impact

  • Quickly retrieve relevant information, facilitating a streamlined decision-making process.

  • Improve user satisfaction by providing a positive overall experience within the system.

  • Foster increased user engagement, creating a more dynamic and interactive user experience

  • A positive overall experience contributes to heightened user satisfaction and engagement.

  • Higher user engagement often correlates with increased conversion rates.

  • Effortlessly create a beneficiary user flow through our intuitive wizard steps, ensuring a user-friendly and straightforward process.

  • Tailor the application for users across different age groups, providing a smooth and intuitive journey that accommodates a diverse audience.

  • Benefit from an intuitive design and user-friendly interfaces that significantly reduce the learning curve, allowing users to interact and navigate effortlessly, without extensive training.

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