Upload
goncalo-veiga
View
465
Download
2
Embed Size (px)
DESCRIPTION
Lessons in applied usability for enterprise web applications. Challenged to re-invent an insurance portal, from the ground up, for Lusitania Seguros, we dug deep into our UX arsenal and started a path with our enthusiastic customer to discover just what it could be. At project launch we’ve re-discovered how disruptive UX can be and found out as it can serve as a great innovation enabler and transformation engine for whole organisations.
Citation preview
Re-inventing anInsurance Agent Portal
through UX
Tough times in the insurance industry
Previous Agents Portal
Ready for Change
Motivated to challenge the status quo
2 possible paths
New Design
Usability
thing
Challenge
Create a Page Design
day1
day2
day3
Learn about the appMeet the users
Wireframing
New vision presentation
PROJECT
WON
PROJECTS CAN BE WONWITH BLACK AND WHITE
Wireframes are a great tool to sell a visionMainly when enriched with business and user
context
MandateStart from Scratch!
Extremely supporting environmentDesignated liaisons inside organization
Outlined a UX process plan
Great Multi-disciplinary Team
Mkt
UX
ITBiz
Busin
ess
Anal
ysis
User
Res
earc
h
Wire
fram
es
Visu
al D
esig
n
Live
Styl
egui
de
Go L
ive
Busin
ess
Anal
ysisLearn the “business” ropes …
1wee
k
Busin
ess
Anal
ysis
Define clear goalsUnderstand the businessInterview main stakeholdersReview current application(s)Get some application analyticsFigure out the different user profilesIdentify what to ask the users
CONTEXT IS KING
Don’t learn the business with the usersCreate a context rich environment
Identify goals and constraints
Busin
ess
Anal
ysis
User
Res
earc
hLet’s meet the users…
2weeks
User
Res
earc
h UserTechnology
The car alone will not win any competitionswithout a great fit with its driver
User
Res
earc
hPlanning
Identify the different user profilesTalk, at least, to 2 users for each profileDress apropriately – blend inDon’t take a comitee – 2 people, max 3Bring someone they already trust
Go analog – digital is scary
User
Res
earc
hWhat To Do
Create rapportCompliments and ComplaintsWhere do they spend their timeKnown Unknowns vs. Unknown Unknowns3 things we must fix3 things we cannot breakGather, organize, prioritize
Users missed the previous app
Difference between internet and enterprise users
User
Res
earc
hConclusions
Simplify navigationEasier access to informationRe-organize main pagesImprove invoice managementBetter overview of their business
EMPOWERING USERSCHALLENGES THE COMPANY
Better support to users usually means more access to data
More data access means higher transparencyTransparency exposes company inneficiencies
Company must be willing to buy this fight
Busin
ess
Anal
ysis
User
Res
earc
h
Wire
fram
esDay dreaming …
3weeks
Wire
fram
es
Wire
fram
esSolution Design
Don’t let ideas escapeRich context makes it a ton easierInformation organization is keyKeep sketchingIA comes hand-in-hand with mockupsChallenge designs continuously
Simplified navigation
Intelligentsearch
Focus onfrequent
ActivityEvents
MOCKUPS ARE A POWERFULCHANGE MANAGEMENT
TOOLEveryone can understand what the changes mean
and where the company is headedYou can defeat the unknown … make change easier!
Busin
ess
Anal
ysis
User
Res
earc
h
Wire
fram
es
Visu
al D
esig
n
VISUAL DESIGN IS KEYFOR INITIAL ADOPTION
Usability benefits only kick in after the initial impression
Busin
ess
Anal
ysis
User
Res
earc
h
Wire
fram
es
Visu
al D
esig
n
Live
Styl
egui
de
2weeks
Live
Styl
egui
deWhy a Live Styleguide
Styleguides are key for consistency and quality perception … but also easily forgotten.Live Styleguides support development, by providing snippets of code.Living Styleguides contain ready-to-use components by development, abstracting implementation details.
Live
Styl
egui
deOutSystems Living StyleguideWeb blocks ready to use by developersnot copy-paste, just drag-and-drop …
A LIVE STYLE GUIDE GETS YOU IN THE DOOR
By creating a ready-to-use componentyou jump start the development project
Busin
ess
Anal
ysis
User
Res
earc
h
Wire
fram
es
Visu
al D
esig
n
Live
Styl
egui
de
Go L
ive
Go L
ive
Keep it real
Keep testing with real usersIdentify user difficultiesPrepare users for what’s comingUnderstand rampup needed for usersTeasers and Presentation VideosControlled rollout with a BETA version
IT AIN’T OVER UNTIL THE FAT USER SINGS
It’s easy to get it wrongStay close to the users and react, fast
“a lot more friendly”
“this is awesome”
“more information, more depth”
“clean and beautiful, nice job”
“this is really good” x 12 times
comments from agents on beta launch
Thanks to everyone at
which brought this vision to realityand that supported us all the way
Gonçalo VeigaOutSystems UX Services Lead
@goncaloveiga