MySecurityPlan
Web Portal Redesign
Citizens, Inc. is a U.S whole-life insurance holding company. Currently, their Home services customer portal is competing with their long-standing process of picking up premiums door-to-door. By creating an online process for making payments rather than a manual one, the business can run more efficiently and current insurance agents won’t have to pick up premiums in-person.
TEAM
Daniel Howard
+ Project Management
Adrian Botan
+ UX/UI Design
Braden Walker
+ Web Development
ROLE
Facilitator & Design Management
THE ASK
Improve adoption of the current portal and, within the first year of it's release, improve the payment experience enough to outweigh in-person payments.
MY ROLE
I was accountable for defining and managing the design process of the MVP within a 3 month period. It jump started with a 1-week design sprint, followed by a prioritized list of features to be refined and developed in 1-week sprint cycles.
FROM OUR DESIGN SPRINT PLAYBOOK
The first goal was to create a shared vision
Our first two days of our sprint were spent framing the problem from both the business and the user's perspective. This was done in-person with a client team who represented diverse roles within their company.
BUSINESS PERSPECTIVE
USER PERSPECTIVE
CONT'D DESIGN SPRINT PLAYBOOK
The second goal was to make our vision come to life
In the next three days, myself and two other designers storyboarded, prototyped, and tested key features with real users.
STORYBOARD
PROTOTYPE SAMPLE SCREENS
RESEARCH VALIDATION
After creating interaction patterns for our prototype, we tested it's efficacy with six whole-life insurance holders recruited through User Testing. These holders were in the same age group and region of the country as Citizens Inc.'s primary user base.
"I like that I can tackle on thing at a time. I really wish all companies did it like this… I like this format."
— ANGIE, ON ENTERING PAYMENT INFORMATION
TEST METRICS
Our test was measured by the success of outline tasks and empirical data from recordings and fared very well. All participant recommended changes were considered as we refined our designs to handoff to our development partners.
ROADMAP
Once the sprint was documented, an agile design refinement and development schedule was mapped
Our launch blocking featured that were tested in our prototype helped to outline our roadmap for our development team. Development estimates were made and time commitments were based on these estimates. Overall, the MVP took 3 months to build.
