A Leader in Roadside Insurance Industry overs fast, trackable and reliable roadside service whether you need a tow, jump start, help with a flat tire or lockout assistance.
Help is available 24/7 right from your phone, whether you have a gas or an electric
car. And, with three service options, you have the freedom to choose what works for
you.
Task
The Company wanted to modernize their existing legacy oracle form based
application environment to reactive web based application so that they can handle the data/memberships more precisely, efficiently and with the simplified user experience.
application environment to reactive web based application so that they can handle the data/memberships more precisely, efficiently and with the simplified user experience.
Challenges
. No Clear Navigation, redundant links
. Cannot do scrutinize search to fetch the record
. Not always able to upgrade/downgrade membership
. System won't update credit card until the old one is declined
. No indication of how many customer data are in queue for being handled
. Cannot do scrutinize search to fetch the record
. Not always able to upgrade/downgrade membership
. System won't update credit card until the old one is declined
. No indication of how many customer data are in queue for being handled
. Lots of copying and pasting between applications and interruptions can cause to lose place in a task
Goals Achieved
. Simple navigation for faster proccesing
. Minimize perceived complexity
. Minimize perceived complexity
. Use consistent form, words,and actions
. Prevent errors and provide graceful recovery
. Give feedback about actions and status
. Amalgamated screens with prominent fields used frequently with users can see multiple pieces of information at a glance.
. Give feedback about actions and status
. Amalgamated screens with prominent fields used frequently with users can see multiple pieces of information at a glance.
UX Process
Strategy - User needs, Product Objective
Scope - Functional Specifications, Content requirement
Structure - Interaction design, Information architecture
Skeleton - Wireframing, Prototyping
Surface - Design Library, Visual design
Usability - Testing, Iteration
Scope - Functional Specifications, Content requirement
Structure - Interaction design, Information architecture
Skeleton - Wireframing, Prototyping
Surface - Design Library, Visual design
Usability - Testing, Iteration
My Insights
.Veteran Adaptation: Experienced employees adjusted to the design despite the lack of a
formal UX process.
formal UX process.
.New Employee Expectations: Fresh hires sought applications with swift performance,
minimizing the need for frequent screen transitions.
minimizing the need for frequent screen transitions.
.Field Prioritization: Users categorized fields based on their relevance and frequency of
use, streamlining interactions.
use, streamlining interactions.
.Transitional Tools: Users usually relied on traditional pen and paper methods
before transitioning to another modules or screens.
before transitioning to another modules or screens.
.Label Clarity: Clearer field labeling was essential to eliminate duplicate labels across
different screens, ensuring user understanding.
different screens, ensuring user understanding.
.Screen Consolidation: Proposals for merging screens aimed to provide users with
quicker references and an enhanced overall user experience
quicker references and an enhanced overall user experience
User Flows
Wireframes
Visual Design
Design System
