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Overview
Company ContextProblem Statement
Design Process
The Problem
Stakeholders
Design Iteration
Usability Testing Design System
Final Solution
Learnings
A.I. Insurance: Insured Portal
A.I. Insurance is an all in one cloud-based solution streamlining and digitizing businesses' insurance data management.
I led original B2C portal designs to digitize industry-wide insurance practices that are labor intensive with inefficient communication between insurance companies and their clients, the insureds.
I led original B2C portal designs to digitize industry-wide insurance practices that are labor intensive with inefficient communication between insurance companies and their clients, the insureds.
Timeline
3.5 months
3.5 months
Tools
Process
Heuristics analysis
Prototyping
Responsive design
Design system
User research
Usability testing
Heuristics analysis
Prototyping
Responsive design
Design system
User research
Usability testing
Team
Victoria Liang (UXD)
Alan Fang (UX Lead)
Joe Kimlinger (Dev Lead)
Cameron MacArthur (CEO)
Joshua Saunders (Customer Success)
Victoria Liang (UXD)
Alan Fang (UX Lead)
Joe Kimlinger (Dev Lead)
Cameron MacArthur (CEO)
Joshua Saunders (Customer Success)
Role
Product designer
Product designer
Timeline
3.5 months
3.5 months
Tools
Skills
Heuristics analysis
Prototyping
Responsive design
Design system
User research
Usability testing
Heuristics analysis
Prototyping
Responsive design
Design system
User research
Usability testing
Team
Victoria Liang (UXD)
Alan Fang (UXD)
Joe Kimlinger (Dev Lead)
Cameron MacArthur (CEO)
Joshua Saunders
(Customer Success)
Victoria Liang (UXD)
Alan Fang (UXD)
Joe Kimlinger (Dev Lead)
Cameron MacArthur (CEO)
Joshua Saunders
(Customer Success)
Company Context
A.I. Insurance was built to combat the labor intensive industry insurance practices where communication is over email where pdf files are downloaded, printed and stored in filing cabinets between insurance companies and businesses.
Problem Statement
Design Process
Understanding the Problem
I led and conducted user research to better understand the brand new users base I am is designing for with the Insured Portal to help expand A.I. Insurance's customer base.
I interviewed our clients (insurance companies) and their clients who are the direct-users of the portal (the insureds) for the following insights:
I interviewed our clients (insurance companies) and their clients who are the direct-users of the portal (the insureds) for the following insights:
Our Plan
Theses are a few potential solutions to user pain points we brainstormed in team-wide and cross functional conversations.
Stakeholders
A.I. Insurance has a unique positioning that makes this project particularly challenging, catering to 3 parties: insurance companies, primary insureds, insureds. Steps taken in the portal system had to insure all 3 parties are happy with the results.
Design Iteration
🗂 Current Manual Flow
Translating the existing manual flow into essential functions in the app.
✍🏼 Initial Sketches
In collaboration with designers and product managers, we synthesized essential portal flows in the first round of sketches.
🏠 Home Screen Function Prioritization
To gather user and stakeholder feedback, I mocked up various home screen options for users to visualize the product.
💼 Policy Activities
A large portion of management beyond having access to the policy itself is making changes and additional policy relevant actions.
💬 Help Center for Easy Communication
Given A.I. Insurance's goal of facilitating seamless communication between stakeholders, it's vital that insureds can easily ask questions and communicate directly with their policy carriers within the app.
🎨 Visual Exploration
To create an intuitive experience for the users after distilling essential flows, I explored various visual representations of functionalities.
Usability Testing
Testing is still on-going and conducted by the A.I. Insurance team.
Testing demographic
◦ 40-60 year olds, non tech savvy
◦ Managers in insurance companies, insurance company clients, internal stakeholders and customer success
Testing demographic
◦ 40-60 year olds, non tech savvy
◦ Managers in insurance companies, insurance company clients, internal stakeholders and customer success
Based on Testing Insights, Users Value:
❌ What's missing?
Responsive Design Explorations
To increase accessibility, I explored cross-channel designs, mobile and web, attuning to visual hierarchy.
Consideration/Challenges
Thinking about how the desktop B2C product would align in design language with the existing B2B product.
Thinking about how the desktop B2C product would align in design language with the existing B2B product.
Design System
As we needed to extend this beyond just the mobile experience, part of the project scope because solidifying the design system to unify the experience cross platform.
Challenge: Referencing desktop B2B product to keep design language in alignment while making it accessible for mobile users.
Challenge: Referencing desktop B2B product to keep design language in alignment while making it accessible for mobile users.
Learnings
