This study achieved a projected $1 million in annual savings by leading research efforts, addressing user concerns, preventing tech debt, and streamlining processes within 2 quarters.
The goal of the research was to understand current workflows, identify who and what is upstream, downstream, and what those that are directly and indirectly affected viewed as a successful outcome. It was as important for my team to understand the end-to-end process, and hypothesize what we think might produce resiliency and desirability for not only one carrier with the original ask, but the broader insurance carrier market. Developing persona's, journey maps, and service blueprints allowed the team to sense-make our findings, experiment with solutions, and strategize for business opportunities.
I organized a team of 1 associate UX Researcher, 1 Level II UX Researcher, 1 Senior UX Designer, and consulted with another internal design teams Principal Research Strategist for guidance and expertise.
We began with contextual inquiry sessions. The research sessions needed to be remote while covid levels remained a threat to the public. This brought on unique challenges as we would prefer running these sessions in their natural environment. I moderated each remote session while another researcher or designer observed.
After concluding our generative research, we held ideation sessions with internal SME's (Subject Matter Experts), developers, and product managers where we formulated hypothesis and crafted artifacts.
Once we had formulated artifacts that represented a working prototype, we identified new participants with our carrier partners to run evaluative sessions with. These sessions were 75 minutes each and ran similarly to our generative research sessions. I moderated, one other designer observed, and we followed the participants walking through the designs as if they where a working product. These were also moderated remotely for the same reasons as the generative research.
Once we concluded our evaluative study, we re-ideated and worked directly with our internal partners on the development and product management teams to build an end-to-end go-to-market solution.