Re-inventing an Insurance Agents Portal through UX @ UX-Lx 2014 (Lusitania Seguros)

Re-inventing anInsurance Agent Portal

through UX

Tough times in the insurance industry

Previous Agents Portal

Ready for Change

Motivated to challenge the status quo

2 possible paths

New Design

Usability

thing

Challenge

Create a Page Design

day1

day2

day3

Learn about the appMeet the users

Wireframing

New vision presentation

PROJECT

WON

PROJECTS CAN BE WONWITH BLACK AND WHITE

Wireframes are a great tool to sell a visionMainly when enriched with business and user

context

MandateStart from Scratch!

Extremely supporting environmentDesignated liaisons inside organization

Outlined a UX process plan

Great Multi-disciplinary Team

Mkt

UX

ITBiz

Busin

ess

Anal

ysis

User

Res

earc

h

Wire

fram

es

Visu

al D

esig

n

Live

Styl

egui

de

Go L

ive

Busin

ess

Anal

ysisLearn the “business” ropes …

1wee

k

Busin

ess

Anal

ysis

Define clear goalsUnderstand the businessInterview main stakeholdersReview current application(s)Get some application analyticsFigure out the different user profilesIdentify what to ask the users

CONTEXT IS KING

Don’t learn the business with the usersCreate a context rich environment

Identify goals and constraints

Busin

ess

Anal

ysis

User

Res

earc

hLet’s meet the users…

2weeks

User

Res

earc

h UserTechnology

The car alone will not win any competitionswithout a great fit with its driver

User

Res

earc

hPlanning

Identify the different user profilesTalk, at least, to 2 users for each profileDress apropriately – blend inDon’t take a comitee – 2 people, max 3Bring someone they already trust

Go analog – digital is scary

User

Res

earc

hWhat To Do

Create rapportCompliments and ComplaintsWhere do they spend their timeKnown Unknowns vs. Unknown Unknowns3 things we must fix3 things we cannot breakGather, organize, prioritize

Users missed the previous app

Difference between internet and enterprise users

User

Res

earc

hConclusions

Simplify navigationEasier access to informationRe-organize main pagesImprove invoice managementBetter overview of their business

EMPOWERING USERSCHALLENGES THE COMPANY

Better support to users usually means more access to data

More data access means higher transparencyTransparency exposes company inneficiencies

Company must be willing to buy this fight

Busin

ess

Anal

ysis

User

Res

earc

h

Wire

fram

esDay dreaming …

3weeks

Wire

fram

es

Wire

fram

esSolution Design

Don’t let ideas escapeRich context makes it a ton easierInformation organization is keyKeep sketchingIA comes hand-in-hand with mockupsChallenge designs continuously

Simplified navigation

Intelligentsearch

Focus onfrequent

ActivityEvents

MOCKUPS ARE A POWERFULCHANGE MANAGEMENT

TOOLEveryone can understand what the changes mean

and where the company is headedYou can defeat the unknown … make change easier!

Busin

ess

Anal

ysis

User

Res

earc

h

Wire

fram

es

Visu

al D

esig

n

VISUAL DESIGN IS KEYFOR INITIAL ADOPTION

Usability benefits only kick in after the initial impression

Busin

ess

Anal

ysis

User

Res

earc

h

Wire

fram

es

Visu

al D

esig

n

Live

Styl

egui

de

2weeks

Live

Styl

egui

deWhy a Live Styleguide

Styleguides are key for consistency and quality perception … but also easily forgotten.Live Styleguides support development, by providing snippets of code.Living Styleguides contain ready-to-use components by development, abstracting implementation details.

Live

Styl

egui

deOutSystems Living StyleguideWeb blocks ready to use by developersnot copy-paste, just drag-and-drop …

A LIVE STYLE GUIDE GETS YOU IN THE DOOR

By creating a ready-to-use componentyou jump start the development project

Busin

ess

Anal

ysis

User

Res

earc

h

Wire

fram

es

Visu

al D

esig

n

Live

Styl

egui

de

Go L

ive

Go L

ive

Keep it real

Keep testing with real usersIdentify user difficultiesPrepare users for what’s comingUnderstand rampup needed for usersTeasers and Presentation VideosControlled rollout with a BETA version

IT AIN’T OVER UNTIL THE FAT USER SINGS

It’s easy to get it wrongStay close to the users and react, fast

“a lot more friendly”

“this is awesome”

“more information, more depth”

“clean and beautiful, nice job”

“this is really good” x 12 times

comments from agents on beta launch

Thanks to everyone at

which brought this vision to realityand that supported us all the way

Gonçalo VeigaOutSystems UX Services Lead

@goncaloveiga