Integrity – IDII

Brief
With industry wide changes required to Income Insurance cover and not a lot of time to implement them, I was tasked with working with the product team on the changes we were making, 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.  

Integrity’s Objective

• To update their Income Insurance product in line with the required changes. 
• To design the new product tab in Integrity’s quote tool

My role in this project

• Stakeholder management
• User research
• User interviews
• Data analysis & synthesising
• Design & create prototypes
• Usability test prototypes
• Presenting the project
• Working with the Development team on implementation

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 understand the changes.

Initial Designs
I began 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. I went through multiple rounds of testing and changes.

Affinity Mapping
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 were:

• 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

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.

Business Sign off
Once I had completed user testing I then had 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.

Development & Testing
With Sign off complete, I then provided the final designs to the development team and worked closely with them as they implemented the changes into the portal. Once done I was then involved with testing the changes and working with the team on tweaks and improvements before providing final sign off before the updates could go live.