OVERVIEW
Objective: Redesign The Cure Auto Insurance app to enhance customer convenience and user-friendliness.
Current Issues: The desktop version of the app has limitations in accessibility and convenience, failing to meet customer expectations.
App Features: The app is designed to help customers view and manage insurance policies, make claims, access accident support, and contact customer service.
Goal: Evaluate the existing app and propose a redesign that addresses these limitations, streamlines the customer experience, and provides easy access to information and support.
ROLE
UX/UI Designer.
• Conducted user research to understand user needs and behaviors.
• Created wireframes to plan the structure and functionality of the app.
• Developed prototypes to visualize the user flow and test design concepts.
• Focused on interaction design to ensure a smooth and intuitive user experience.
• Led visual design to craft an engaging and functional interface.
• Performed user testing to gather feedback and refine the design for optimal usability.
Programs used:
Illustrator, Photoshop, XD
THE PROBLEM
• Limited Accessibility: The desktop version is only accessible through a computer, making it inconvenient for users who need access on the go.
• Cumbersome Navigation: Customers must log in and navigate through the site to access important information or make policy changes, which can be time-consuming.
• Frustration for Busy Users: The process is especially challenging for users who are always on the go and need quick and easy access to their insurance information.
THE GOAL
• Create a User-Friendly Mobile App: Address the limitations of the desktop version by developing a mobile app that allows customers to easily manage their policies and access important information on the go.
• Improve Customer Satisfaction: Provide a seamless and convenient experience for users, leading to higher satisfaction.
• Increase Engagement: Enhance user interaction with the app by offering features that meet customer needs in a more accessible format.
• Boost Customer Retention: By improving the overall user experience, the app aims to increase customer retention rates for Cure Auto Insurance.
USER RESEARCH
SUMMARY
User Research: Conducted surveys, focus groups, and in-depth interviews with existing customers to understand their experiences with the desktop version of the app.
Pain Points Identified: Customers faced challenges in accessing policy information, making claims, and navigating the site, which informed the redesign process.
Design Insights: The research guided the app's design, ensuring it would meet customer needs and expectations, providing a seamless experience for managing policies and claims on the go.
Feature Decisions: The findings helped identify potential challenges and shaped decisions on the app's features and functionality, aiming to create an intuitive, user-friendly interface.
PAIN POINTS:
PAIN POINT 1
Limited accessibility - users may not always have access to a desktop computer and may prefer using their mobile devices.
PAIN POINT 2
Inefficient navigation - the desktop version may have a clunky interface and confusing navigation, making it difficult for users to find what they need.
PAIN POINT 3
Outdated design - the desktop version is outdated and does not meet user expectations for a modern, user-friendly app.
PAIN POINT 4
Slow loading times - the desktop version may have slow loading times, which can frustrate users and negatively impact their experience.
PERSONAS:
PROBLEM STATEMENT 1
User Persona: John Doe
Age: 35
Occupation: Frequent traveler for work
Insurance Needs: Looking for a convenient, efficient way to manage his insurance without visiting a physical location.
Tech Savvy: Prefers using mobile apps for on-the-go access.
Current Challenges: Finds the desktop version of Cure Auto Insurance difficult to navigate and not user-friendly.
Goal: Desires a seamless and easy-to-use mobile app to manage insurance, make payments, and update policy information.
PROBLEM STATEMENT 2
User Persona: Jane Doe
Occupation: Busy working mother
Challenges: Finds it time-consuming and difficult to navigate the Cure Auto Insurance website for tasks such as changing her policy or accessing important information.
Desired Solution: Wants a user-friendly, convenient mobile app that enables her to manage her car insurance easily on the go, without needing to sit at a desk.
STARTING THE DESIGN
DIGITAL WIREFRAMES
LO-FIDELITY PROTOTYPE
REFINING THE DESIGN
WIREFRAMES
HI-FIDELITY WIREFRAME
INTERACTIVE PROTOTYPE
TAKEAWAYS
IMPACT
• Improved User Experience: User research and testing identified pain points, which informed the design of the new mobile app. The app was built with a focus on improving user experience, making it easier for users to access their insurance information on the go.
• Streamlined Processes: The new app streamlined key processes such as reporting incidents, tracking claims, and managing insurance information in real-time, making it more convenient for users.
• Increased Customer Loyalty: By addressing the pain points and providing a better overall user experience, Cure Auto Insurance increased customer loyalty and retention.
WHAT I LEARNED
• User-Centered Design: I learned the importance of focusing on the users' needs and pain points to create a product that not only meets their needs but also provides a seamless and enjoyable experience. Thorough research and understanding of users were key to the redesign's success.
• Continuous Testing and Iteration: I realized how crucial ongoing usability tests and incorporating feedback are for making meaningful improvements and enhancing the overall user experience. Design is an iterative process that benefits from continuous refinement.
• Empathy and Collaboration: The case study reinforced the value of empathy and collaboration in the design process. By understanding and addressing the real challenges of users, we can create products that deliver true value and positive impact for users.
NEXT STEPS
STEP 1
Implementing the recommendations from the user research and design process.
STEP 2
Create a detailed design plan, develop a prototype, and conduct user testing to ensure the app meets customers' needs.
STEP 3
Integrating the app with the existing systems used by Cure Auto Insurance and launching it to the public.
STEP 4
Ongoing improvements and updates may also be necessary to keep up with customers' changing needs and stay ahead of the competition in the insurance industry.
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