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Future Generali Health Insurance

Redesign the complete UI/UX of the website including buy journeys for key products like Motor, Health, Travel Insurance. The key focus is to improve the buy online journey with minimum click and improve the transaction in the Mobile-first platform including claims management journey.

Service

Information Architecture, User Journey's, Mobile First's Wireframe, Desktop Wireframe

Client

Future Generali Insurance 

Year

2020-2021

Future Generali Mobile Mockup

My Role: To design a superior user experience, which delivers the business needs, we started with the research phase which involved getting an understanding from the business stakeholders about their expectations from the redesign activity.

We have interviews, 11 Stakeholders, from different departments and functions. We have created an affinity diagram

Tools: Adobe XD, Miro
 

Team: PM - Saurabh Agrawal,
CD-Viresh Pawar, ACD (UX Lead) - Bhushan Shimpi,
UX Associate – Karishinee Pendharkar, Nidhi Shetty, UI Designer -Sagar Sachdev.

Project Duration: 8 weeks 

What is the user problem?

Due to Covid, collection of payment on a digital platform is required but we don't have it except for motor insurance. Online policy renewal not available. The website is very old school, not all policy easily available online. When user stuck there no instant help online. Insurance word jargons that could be ambiguous to the user.

When the website is too heavy, complicated, and loaded with content; the user loses interest and moves out of the website. Immersive search not available. To gain trust there not testimonials. Once user bought the policy there not tracking system.

High Fidelity Wireframe

Due to Covid, collection of payment on a digital platform is required but we don't have it except for motor insurance. Online policy renewal not available. The website is very old school, not all policy easily available online. When user stuck there no instant help online. Insurance word jargons that could be ambiguous to the user. 

 

Design Process

To design a superior user experience, which delivers the business needs, we started with the research phase which involved getting an understanding from the business stakeholders about their expectations from the redesign activity.

We have interviews, 11 Stakeholders, from different departments and functions. We have created an affinity diagram

01  Understand

      » Understand the Problem

      »  Know Organization Objectives

02  Research

      » Contextual inquiry with Stakeholders. 

      » Learn about Target Users & User Problem

      » Competitive Analysis

03  Analyze Analyze User Insights

      »  Information Architecture

      »  Affinity Diagram

      » Key User Goals

      » Company Goals

      » User Flows

04  Sketch

      » Wireframe in Adobe XD

05  Prototype

      » Created UI Mockup of  Solutions

06  Test  

      » Conduct User Test, Iterate and Refine

Stakeholder Contextual Inquiry

This project drastically affected multiple different areas of the organization, which at times had conflicting interests. I conducted interviews with representatives from Product, Marketing, Sales, Services, Support, and Executive Leadership to understand each part of the company’s unique requirements and concerns for the design.

I collected a lot of internal feedback, cross-referenced it with user feedback, and prioritized design changes.

Interpretations

Interpretation of interviews: Here, we analysed and organised related data and facts together in order to gain a better understanding of the points raised and further segregated them into useful content buckets. Key Observation, User Statements, Breakdowns, User Insights,  Design Ideas, Questions & Ambiguities.

Affinity Diagram Cloud

We tried to understand the user statements which helped us gain accurate and deep understanding, resulting creation of the design ideas.

Affinity Mapping

Combine common observation in common themes

Information Architecture

To arrive at information architecture, we had to follow certain steps so that we have a correct approach considering all the design principles & stakeholder needs as well.

 

Considering that IA is our point of focus today, I’d here want to briefly explain that information architecture is something that focuses on organizing, structuring, and labeling content in an effective and sustainable way. The goal is to help users to find information and complete the tasks.

Key User Goal 

User Goals are basically descriptions of end state that users want to reach. In the analysis we have tried to understand the Target Group, their needs and how they can attain their goals in the easiest way possible

Wireframe

Once we had a solid direction for the design, I began to produce multiple different variations of wireframes. I then put the designs in front of users and internal stakeholders for testing and feedback. This helped me to narrow the design down to three major variations, which I used to establish a single design framework, and thus move into visual design.