THE PROJECT
The project project was initiated in Q2 2023 to address the low adoption rates of the Brokers platform, a leading insurance company’s tool for brokers to generate quotes, manage policies, and make adjustments. With only 30% of users requesting quotes and 3% requesting adjustments, and even fewer completing these actions, the 5-week project aimed to identify the reasons behind low adoption and propose interventions for improvement.
Role
UX Designer, Service Designer
Task:
Conducting user research, mapping user journeys, developing service blueprints, wireframes, and prototypes
Regrettably, the addition of screenshots and multimedia is not possible due to privacy constraints.
PERSONAL ACHIEVEMENTS
In my capacity as a UX Designer, I played a pivotal role in identifying and addressing adoption challenges. My leadership skills shone as I navigated obstacles, fostered collaboration, and left a lasting mark. I also took on the role of a service designer, adapting to responsibilities seamlessly. While my initial task involved a thorough heuristic analysis, I smoothly transitioned to crafting a comprehensive service blueprint—a testament to my adaptability and unwavering commitment to success.
Meaningful Contributions:
Heuristic Analysis: Taking the initiative, I conducted a meticulous heuristic analysis, culminating in its completion ahead of schedule. This early accomplishment empowered me to refine the analysis meticulously and channel additional efforts towards high-impact areas like service blueprinting, user journey mapping, and crafting effective deliverable templates.
Service Blueprint and User Journey: My leadership took center stage during the creation of the service blueprint and user journey mapping. Guiding this intricate process, I demonstrated an unmatched ability to navigate complexities, resulting in a comprehensive and insightful representation of user interactions and pain points.
Client Interaction: In the absence of the Design Delivery Lead, I took the responsibility of presenting progress updates and addressing client inquiries. My familiarity with the client’s design system from a previous project bolstered their confidence in our team’s capabilities.
Project outcomes
The success of this Discovery project underscores collaborative synergy, empowered by our CX expertise. This user-centric approach harmonizes business objectives and user needs seamlessly. Upcoming UX/UI enhancements promise to reshape the platform, fuelled by consistent design and reusable assets, ensuring swift development cycles. User-involved design testing refines solutions before development. Technology underpinning guarantees seamless access to tools, optimizing performance. Communication remains pivotal, informing users of changes and benefits, fostering understanding, and propelling the platform’s adoption to new heights.
Challenges and Solutions:
–Team Challenges: A service designer’s lack of engagement led to incomplete deliverables. To address this, I initiated organization efforts, assigned tasks, and eventually led the completion of deliverables with the involvement of other team members.
–Client Challenges: Limited platform access prompted intensive collaboration sessions with the client team to comprehend screens and interactions. During a client session, a critical question was left unanswered. I managed this by deferring the inquiry to higher management to ensure accurate information alignment and preserving the client’s trust.
Conclusion
Participation in this project demonstrated my ability to contribute to project success through adaptability, collaboration, and problem-solving. By delivering a comprehensive heuristic analysis, leading in service blueprinting, and successfully managing client interactions, I not only showcased my UX and service design proficiency but also underscored my natural leadership influence. The project’s positive outcomes and client satisfaction affirmed my professional growth and achievements.
Leadership Highlights:
Guided Collaboration: Steered collaborative efforts, fostering unity within the team and enabling effective problem-solving.
Adaptive Role Assumption: Seamlessly transitioned into the service designer role, showcasing versatility and a proactive attitude.
Client Liaison: Led client interactions, presenting progress updates, and addressing queries, building trust and rapport.
Strategic Decision-Making: Navigated challenges decisively, deferring questions, and ensuring alignment with project objectives and resources.
Check out my recent work
Here is some work where I excel in transforming challenges into innovative solutions, from enhancing employees’ experience within HR with a user-centered approach to revolutionizing the insurance industry’s landscape.
This project revitalized user experiences, reconciled regional operational disparities, and forged comprehensive solutions to amplify operational efficiency.
Revolutionized training at Brighton Palace Pier with an eLearning platform, improving engagement and HR operations
Redefined digital experiences at Brighton Palace Pier by optimizing website navigation and fostering efficient team cooperation
