THE PROJECT
In Q1 2023, a collaboration between the client, and our team aimed to improve the user experience of the Platform—a tool designed to assist Underwriters in quoting for complex risks. Despite its comprehensive nature, the platform was plagued by usability challenges, leading Underwriters to spend an excessive amount of time on non-underwriting tasks. The project sought to identify opportunities to enhance the platform’s value and streamline the underwriting process through user-centered research and design improvements.
ROLE
UX Designer, Service Designer
TASK
Conducting user research, analyzing prior 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
Guided by a strong commitment to enhancing user experiences, I strategically addressed language barriers by leading interviews in Spanish for LATAM users. Prior research informed precise question formulation, crucial for our discovery’s success. Unveiling process disparities, I championed a comprehensive service blueprint to unify diverse workflows, driven by the aim to foster coherence amidst complexity.
Meaningful Contributions:
Conducted User Research Interviews: Led the formulation of interview questions and conducted user interviews across diverse regions, extracting invaluable insights into user pain points and challenges.
Service Blueprint Development: Created a comprehensive service blueprint that visually mapped the user journey and highlighted key touchpoints, emphasizing the significance of system integration in reducing non-underwriting tasks.
Wireframe Drafting and Prototype Building: Assisted in crafting wireframes and developing a prototype based on client requirements, providing a visual guide for potential improvements and showcasing the design library developed on Figma.
Collaboration and Guidance: Fostered collaboration within the team by utilizing tools like the service design blueprint, empowering the team to collectively understand processes and challenges. Provided strategic guidance to the client, advocating for comprehensive solutions beyond visual design enhancements.
Project outcomes
The success of the this Discovery project hinged on collaborative efforts, the CX approach, and consistent engagement with platform users throughout the design process. While design enhancements were crucial, the incorporation of the existing Client design system and suitable technology were pivotal to meet user expectations for performance and efficiency. The project’s findings emphasized that certain features already existed but were underutilized due to user unfamiliarity or preference for workarounds.
Challenges and Solutions:
Navigating Cross-Regional Complexity: A hallmark of my leadership was exemplified in navigating cross-regional complexities. Diverse work processes and tools posed significant challenges. By harnessing my adaptive leadership, I transformed these hurdles into opportunities. The service design blueprint emerged as a visual compass, effectively addressing process variations, fostering understanding, and guiding decision-making.
Team Challenges: Ensuring relevant research questions and avoiding redundancy required careful consideration. I established a draft board to systematize information, generate assumptions, and focus exploration. By addressing challenges head-on, promoting team collaboration, and strategically guiding stakeholders, I ensured the project’s success was anchored in a holistic impact.
Conclusion
As a UX and Service Designer, I played a pivotal role in the this Discovery project. Through research, blueprinting, wireframing, and prototyping, I contributed insights that transcended superficial design enhancements. My approach to challenges demonstrated adaptability and creativity, leading to effective solutions. Overall, my work significantly contributed to the project’s success, emphasizing the importance of comprehensive improvements for the Platform and the satisfaction of Underwriters globally.
Leadership Highlights:
Cross-Regional Collaboration: Spearheaded interviews in Spanish to engage LATAM users, breaking language barriers and ensuring inclusive participation.
Strategic Question Formulation: Leveraged prior research to formulate insightful questions, driving a focused and effective discovery phase.
Holistic Problem Solving: Championed the creation of a comprehensive service blueprint, addressing diverse process variations and aligning disparate workflows for enhanced cohesion.
Visionary Integration: Advocated for systemic improvements over superficial changes, guiding clients towards a holistic understanding of the project’s impact and long-term value.
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.
Initiated Discovery project, elevating UX/UI, promoting collaboration for higher user engagement, and ensuring enduring outcomes.
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
