Desktop interface for insurance agents
Insurance company, top 10 in the country
The company tested UI for 5 most important online transactions
CUSTOMER CHALLENGES:
The website interface for the agents is very complicated. Even after a corporate training customers run into errors when they fill out the forms. They call for technical support and complain.
Research participants:
- 50 participants
- Insurance agents, both familiar and not with the company services
identified Issues
- Problems with filling in the fields (input masks, repeated triggers, duplication, help pop-ups, etc).
- Automatic verification and system messages were insufficient and clumsy.
- Overly complex navigation.
- Fear of losing data in the process of filling out forms caused numerous delays.
- The navigation was redesigned.
- Various form changes were applied, mostly focused on the hardest to use fields and sections.
- Error messages were expanded and clarified, with relevant links to FAQ.
Results:
−35%
User errors
−40%
Support requests
