With industry wide regulatory changes required to Income Insurance cover and not a lot of time to implement them, I was tasked with working with the product and development teams on the new Individual Disability Income Insurance (IDII) product we were offering, talking to Advisers about their requirements, designing, prototyping and testing the designs and then working with the Development team on the implementation of the changes, testing the changes and giving final approval before going live.
The plan
The plan was simple, take the new IDII product the product team had created and design it based on our existing designs for the portal. In reality it was anything but simple and we only had 2 months to complete it.
The objective
To update Integrity's Income Insurance product in line with the industry wide regulatory required changes.
To design the new product tab in Integrity’s quote tool
UX challenges
First I needed to get to understand the changes the Product team were making and how they would impact the portal and understand the business needs. One thing that was abundantly clear was that the Product team had created a new product that was anything but simple to understand and wrap your head around. I needed to find a way to visually represent the information in a way our users would easily understand the changes and be able to follow along.
Initial brainstorm
I began working on a user flow and journey before then creating designs and prototypes of different ways we could solve the problem. Initially testing internally with our internal stakeholders, members of the development team and other members of the Customer Experience team and refining the designs before testing with advisers.
Adviser testing
I then began user testing with our Advisers. Collecting their feedback, using affinity mapping to organise the data, sort through all the issues, highlighting the key ones, work on refining the designs and re-test again. Due to the complicated product the business had approved and the product managers unwillingness to consider the advisers feedback, I went through over 20 design iterations and multiple rounds of testing and changes.
After each round of tests I used affinity mapping to help organise the data I gathered from the interviews with advisers. From this I started to see common trends appear from the interview’s we conducted.
The key insights
They were confused around what order they needed to do things
They didn’t understand the use of the Income replacement ratios
There was way too much going on and they didn’t know where to look first
The final designs
After multiple rounds of testing with Advisers, I decided to simplify the process even further and break it down into 4 easy to follow steps. We also implemented help text where required to make their experience easier. When we then tested again with advisers they found the new solution much easier to follow and understand and gave their unanimous approval.
Once I had completed user testing and had the advisers approval, I then needed to receive sign off from the business. This required tweaking my designs to highlight the changes that were being made, creating a new prototype and conducting walkthrough sessions for the relevant stakeholders. Even some of our internal approval teams found the product confusing.
Inflight messaging
This led to new communication components needing to be created such as the top bar communication and an updates tab linked to the activity log. These were created with the portal redesign in mind for reusability as the new designs were rolled out. This meant they also needed to be added to our new design system.
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