UX Usability and Design
Improving online work environment
iQ Content - Life insurance Project w/ Conor Normile & Aidan Doré - 4 months (May 2013 - July 2013)
Key Points :
- Stakeholders Interview
- Expert evaluation and user testing
- Google Analytics and Survey
- Axure Prototype
Issues :
A large insurance company needed to refresh its public website and its broker centre to stay ahead of the curve. They wanted to be the number one place to go for information on “Life & Pension” in Ireland. They also wanted their broker centre to be the go-to place for Brokers, in order to grow their products sales through this channel.
My approach - What I did
1. Briefing
Needs analysis :
• Stakeholders interviews to capture the real needs of the client and gather insight from different departments of the company.
Business pyramid of an insurance company
2. Research
Qualitative Data :
• Expert evaluation to spot potential issues and write user testing plan
• Usability testing on 5 brokers and 5 potential clients to have better understanding of the job of broker, to define their needs and to spot the roadblocks.
Heatmap from usability testing
• Prioritising the issues to build a strong hypothesis and personas.
Persona that represents a typical broker
Quantitative Data :
• Crossing qualitative data with quantitative data (Google Analytics, online survey) to refine and validate hypothesis. It also allowed us to learn about the functionalities that existing customers would like to see on the website.
• Prioritising findings and uses cases to help the client’s development team
Inventory of the usability issues and uses cases
2. Design
• Building up clickable prototype to help client on design and improvement of the website
The Result
Our intervention helped our clients to realise what the real issues were : usability issues, lack of updates and lack of guidance on both public website and broker centre etc. They got a better understanding of how the brokers were working. We also pointed out the importance of their public website which represents the foundation of their business. We helped them by showing quick fixes to improve their public website.
This project allowed me to work with an unfamiliar business and taught me how to quickly understand a profession that I didn’t know about, and to understand their needs and issues. It also allowed me to work with quantitative data from Google Analytics and to improve my technical prototyping skill.
