Internal Application Strategy & Research for Fortune 500 Insurance Company
Overview
Research and interviews with users to understand what gaps currently exist in their product offerings. Analysis of interview findings to create recommendations to help shape the product roadmap and to refine user personas within this space for future development projects.
Problem Statement
We needed to understand the current technology landscape within this vertical to enhance the end-user experience to work towards the portfolio goal of an omnichannel experience.
UX Process
As the User Experience Architect, I worked closely with the Product Owners and two business personnel on the client side, to conduct stakeholder and user interviews with several user groups. We divided the interviews among the three of us to capture qualitative data to determine the next steps and recommendations for digitizing the renewal process. We then conducted affinity mapping to draw conclusions to create recommendations to take forward to both business and tech.
During the process of creating interview outlines, conducting the interviews, and analyzing the data I mentored the two business personnel on how to conduct this work per the client's direction. I then walked the two of them through a persona session where we talked through several scenarios for that persona to create an empathy map. We then iterated as a group to create a persona for the Underwriting Assistant. The two business personnel then went on to create two more personas with the methodologies I taught them. I had frequent check-ins with them to answer questions, provide feedback, and ultimately land on two personas for delivery.
Outcome
I prepared and presented a readout documentation of the UX findings and recommendations for the product team to take forward into prioritizations.
UX Activities and Deliverables
• Stakeholder Interviews
• User Interviews
• Affinity Mapping
• Persona Workshop with Empathy Mapping
• Persona Creation
• Mentorship and Guidance for Two Client Personnel
• Readout Documentation and Presentation of Findings and Recommendations