My Role: UX Lead
The Team: Our team consisted of two UX designers, one UI developer, one accessibility expert, and one content designer.
Duration: 7 months+
In 2018, we identified a significant issue: the majority of insurance payouts were still being processed through paper checks.
Traditionally, insurance claims were disbursed using paper checks, which proved to be costly, slow, antiquated, and vulnerable to fraudulent activities. Our market research revealed that users desired quick and secure digital payment solutions.
Our challenge was to find a way to facilitate fast and user-preferred payment methods.
Key Branding Research
During our branding research, we discovered that users place a high level of trust in payment systems that are integrated within the website of the paying company. It was crucial for digital payments not to be perceived as originating from a third party.
To streamline our process, we proactively developed a comprehensive library of personas and profiles related to money movement. These personas were created through extensive ethnographic research conducted over an extended period of time. By having a robust research foundation in place, we were able to accelerate our project timelines.
User Preferences for Quick Payments
Based on our user research, it was evident that people have a strong desire to receive insurance payouts quickly and in their preferred method. Some users expressed a need for instant access to funds and were willing to pay extra for immediate bank transfers. However, many users still preferred traditional paper checks. It's important to note that a significant portion of the American population lacks a bank account, emphasizing the importance of providing a simple and accessible way to obtain cash. Offering upfront choices to users is essential to meet their diverse needs and preferences.
Architectural Considerations and Interfaces
To effectively design the application flow, our development and risk teams collaborated on plotting the ideal and realistic pathway from payout notification to delivery. This process involved establishing a basic architecture that considered email, SMS, and web-app interfaces as interdependent components, ensuring seamless integration and functionality across these channels.
Basic Interaction Layers
To organize the form-based flows within the application, we adopted a straightforward system called Material Design. This system provided a clear structure and consistency to the user interface. By utilizing Material Design principles, we aimed to create a user-friendly experience that facilitated intuitive interactions.
In terms of visual design, we implemented the corporate branding of our organization. This approach allowed for easy customization and reskinning of the application to align with the design systems of different client sites. By maintaining flexibility in the design, we ensured that the application could seamlessly integrate with various branding requirements while maintaining a cohesive user experience.
Common but Custom
When developing the detailed interaction flows, we focused on the specific needs and requirements of our first insurance client. We conducted workshops involving various stakeholders, including legal experts, designers, technical teams, and risk management professionals. These workshops served as collaborative sessions to map out and address all the necessary considerations from each perspective.
The outcome of these workshops was the creation of deliverable interaction flows that encompassed the identified legal, design, technical, and risk-based requirements. In addition to the flows, we also developed the front-end code to ensure seamless implementation of the designed interactions.
By tailoring the interaction flows to the unique needs of our insurance client, we were able to provide a customized solution while still adhering to common best practices and industry standards.
Unknown Client Needs: One important lesson we learned is that all clients have unknown needs. By working closely with the client from the early stages of the project, we were able to identify and address these needs proactively. This approach saved us valuable development time and prevented potential rework later on.
User Engagement: Engaging end users throughout the entire process is vital. By involving users early on, we were able to gather critical insights and understand their expectations. For example, identifying the user's preference for seamless integration of the payout app on the insurance company's website or app was crucial information that informed our project from the start.
By incorporating user feedback and involving them in the decision-making process, we ensured that the final product met their needs and provided a positive user experience.