Desktop interface for insurance agents
One of the top 10 insurance providers in the country
We tested the usability of the interface for the five most important online transactions.
CUSTOMER CHALLENGES:
The website interface for agents is very complicated. Even after training, agents ran into problems filling out the forms and regularly called for technical support or to complain.
Research participants:
- 50 participants
- Insurance agents, both familiar and unfamiliar with the service
Issues IDENTIFIED
- Problems filling in fields (input masks, repeated triggers, duplication, help pop-ups, etc).
- Automatic verification and system messages were insufficient and clumsy.
- Overly complex navigation.
- Fear of losing data while filling out forms caused numerous delays.
- Navigation of the website was redesigned.
- Numerous improvements were made to the forms, focused on the most difficult areas.
- Error messages were expanded and clarified, with relevant links to FAQ.
Results:
−35%
User errors
−40%
Support requests
