Policy Management Research and Design
Designing and prototyping a new term life quoter for Mutual of Omaha
Role: UX Visual Designer, UX Researcher
Other designer(s): Trisha Gawley
Toolkits used: Figma, UserTesting, Microsoft PowerPoint, Zoom
Research
Purpose
Determing the usability of our reporting and interactive pages by assessing multiple points of Sales Professional Access from both internal support, external back-office, and producer points of view.
Why do users use these pages?
What are the pages used for?
How does SPA fit into their daily processes?
Strengths and weaknesses of the pages?
How easily can they find information?
What is the perceived value of the information?
Methodology
- Remote, moderated test
- Platform: UserTesting / Zoom
- 28 participants (Back office, administrators, producers, internal sales reps)
- Devices: desktop
Findings
Hard to use navigation
Navigation is hard to use and find information
Hard to find information
Users have mixed feelings when it comes to find information on pages
Unwanted information
70% of interviewed users want to know policy information, not client information
Policy PDFs
Users like to copy specific pieces of policy information, but also want a way to download a PDF of everything
Unneeded applications
Users don't really use the case monitoring page and would like to see it combined with Policy Management
Overwhelming content
Users thought "action items" were overwhelming and want to have it not be such a large focus
With the findings now written out, we were able to start designing out a solution that would cover all or most of the needs.
Policy Management Design
Using the research that we received, we set out to work on the new Policy Management design.
Getting started
When the project started, Trisha and I had a discussion on what would be needed. Things like easily accessible information, differentiated policy states, any potential information that wasn't already accessible, and most importantly - how we thought we would combine the interactive pages.
I began building out the different components that would be needed. This was using components from the already built out design system as well as new components that didn't quite exist yet.
