Creating a more flexible insurance purchase experience
Hedvig
UX & UI
2022
Challenge
To create a web purchase experience with more flexibility and support for users
- To create a website that can accommodate multiple types of insurances in different markets.
- Offer more targeted support especially to inexperienced insurance buyers.
Methods Used
To gain better insight into user needs and behviour when purchasing insurance I used the following methods:
- Qualitative user interviews.
- Quantitive data analysis.
Key User Insights
Insurance buyers…
- Inexperienced buyers needed more support in which insurances to choose.
- The decision-making journey is not a linear journey.
Final Design
Provided enhanced help to find the right insurance
- Directed users towards contact in the flow.
- A quiz to help users help themselves.
Final Design
Made it easier and quicker to compare price and insurance details
Removed long flow to get a price - replaced with an inline form.
Creating a more flexible insurance purchase experience
Hedvig
UX & UI
2022
Challenge
To create a web purchase experience with more flexibility and support for users
- To create a website that can accommodate multiple types of insurances in different markets.
- Offer more targeted support especially to inexperienced insurance buyers.
Methods Used
To gain better insight into user needs and behviour when purchasing insurance I used the following methods:
- Qualitative user interviews.
- Quantitive data analysis.
Key User Insights
Insurance buyers…
- Inexperienced buyers needed more support in which insurances to choose.
- The decision-making journey is not a linear journey.
Final Design
Provided enhanced help to find the right insurance
- Directed users towards contact in the flow.
- A quiz to help users help themselves.
Final Design
Made it easier and quicker to compare price and insurance details
Removed long flow to get a price - replaced with an inline form.
Final Design
Recommended bundles to help guide customers
Proactively give recommendations that help users choose insurances and reduce cognitive load and decision-making.
Next steps
The final part I was involved in was the delivery of the specification to the development team.
In next steps, I would have:
- Supported implementation of the design.
- Set success metrics
- Learned from performance, and continually iterated.
Creating a more flexible insurance purchase experience
Hedvig
UX & UI
2022
Challenge
To create a web purchase experience with more flexibility and support for users
- To create a website that can accommodate multiple types of insurances in different markets.
- Offer more targeted support especially to inexperienced insurance buyers.
Methods Used
To gain better insight into user needs and behviour when purchasing insurance I used the following methods:
- Qualitative user interviews.
- Quantitive data analysis.
Key User Insights
Insurance buyers…
- Inexperienced buyers needed more support in which insurances to choose.
- The decision-making journey is not a linear journey.
Final Design
Provided enhanced help to find the right insurance
- Directed users towards contact in the flow.
- A quiz to help users help themselves.
Final Design
Made it easier and quicker to compare price and insurance details
Removed long flow to get a price - replaced with an inline form.
Final Design
Recommended bundles to help guide customers
Proactively give recommendations that help users choose insurances and reduce cognitive load and decision-making.
Next steps
The final part I was involved in was the delivery of the specification to the development team.
In next steps, I would have:
- Supported implementation of the design.
- Set success metrics
- Learned from performance, and continually iterated.