This was my very first project after I joined the Allstate Design team. I was new to insurance and had lots of questions about the business side of things. As part of this project, my task was to design experience for the new business line (Renters), primarily used by 100's of Allstate agents. I led the end to end design effort to deliver this new Line of Business experience.
Allstate has multiple lines of businesses like Home, Dwelling Fire, Condo, Manufactured Home, etc. My challenge for to design the experience keeping consistency in mind. Hence, it was essential to establish a couple of design principles early in the process to help me create a solution that blends with the existing line of businesses.
This was my very first project after I joined the Allstate Design team. I was new to insurance and had lots of questions about the business side of things. As part of this project, my task was to design experience for the new business line (Renters), primarily used by 100's of Allstate agents. I led the end to end design effort to deliver this new Line of Business experience.
It was vital for me to lay down a solid design strategy to deliver this experience to production in 2-3 sprints as a designer. Instead of relying on wireframes, I chose to start building user flows and prototypes using high fidelity visual design and use that as a base for usability testing. This step helped me conserve some time from converting low fidelity wireframes to high fidelity design and allow users to provide high-quality feedback instead of relying on their assumptions on possible user interactions.
This was my very first project after I joined the Allstate Design team. I was new to insurance and had lots of questions about the business side of things. As part of this project, my task was to design experience for the new business line (Renters), primarily used by 100's of Allstate agents. I led the end to end design effort to deliver this new Line of Business experience.
Because of the nature of the insurance business, agents capture a lot of information about customers before providing a suitable price quote. That's why we have so many input touchpoints throughout our user journey. As a designer, it was necessary to capture all the error messages that may come from our user interactions. I collaborated with the Product Manager + Development team to create an error message copy, as shown below.
While I was wrapping up my last few prototyping bits, I collaborated with UX Research from Allstate Chicago's office to schedule interviews with agents based out of Florida. Scheduling time slot for user interviews is a long drawn process. Hence I took the liberty to reach out to potential candidates every before my prototype was ready.
I was confident of getting excellent feedback after all the hard work I had put into building the prototypes. But as soon as I started conducting user interviews, I observed that users could not tell if this experience was as per their expectations. They provided "feel good" answers, suggesting they didn't want to make us feel bad about our work. But it was clear from their response that they were having some issues in understanding the overall workflow.
I brought up this issue with UX Researcher based out of Allstate headquarters in Northbrook, Illinois, who facilitated feedback sessions with Allstate agents in the past. He recommended that instead of relying on long Invision prototypes, try with an application's actual working interface. Sometimes, while interacting with the application, agents give information about an edge case scenario you may not have covered earlier.
We were able to release this feature to over 400 agents based out of Florida state. We measured support calls for over 3+ weeks and didn't observe any unusual spike in requests related to this feature rollout.