Intro
Phoenix is an Insurance company that helps private and business customers insure their homes, cars, pensions, and other assets. Their goal is to be operationally streamlined to produce a good user experience for their customers. I worked on the UX Design of their customer area app.
Platform: Desktop, Mobile
My role: User experience design
UI Design: Create Studio
Year: 2020
Problem
Customers are not able to find information or take action in the customer area, therefore they create a large volume of inquiries to the customer service department.
The solution
Redesign of the customer area app, which will be adapted to all the different user stories and platforms. Part of the challenge was to change only the client-side and not touch the server-side.
Project KPI
Reducing customer service referrals (which decreases operating expenses).
User research
The main goal of user research was to find the key actions that customers typically take, to invest the redesign effort in the biggest problems.
Our study included interviewing customer service representatives, analyzing analytical data, evaluating the type of referrals that came to our service, interviewing various customers, and reading reviews on social media.
Research insights
During the process, I learned some important lessons. The main reasons for entering the customer area were to view the status of an action (withdrawal, claim, etc. ), download forms and approvals, and view the balance.
Among these actions, finding the status was the most difficult. In redesigning, I put status first and foremost. Although there weren't many, there were some actions that were difficult to complete, such as canceling or renewing a policy, so I placed the policy actions in an easily accessible place.
Market Research
During our market research, we analyzed the current situation of the company. During the analysis, we examined the company's current business model and culture. Additionally, we analyzed the competitors and the current customer experience. Based on our research we wanted to design a different UI that is more usable
