Role : UX/UI Designer & Researcher
Timeline : 5 Months
Tools : Illustrator, Photoshop, Figma, Axure RP
AXA is a French multinational insurance firm headquartered in the 8th arrondissement of Paris that engages in global insurance, investment management, and other financial services. As part of its product expansion, their existing internal desktop Claims Application needed to be re-architected and converted into web application.
Before the research, I finalized my list of the main goals which can help me focus on my further research.
Interview users on their current processes and pain points in order to understand user needs and gaps in the existing application.
Heuristic Evaluation
Conducted heuristic evaluations on existing products to understand the current state of the products and provide recommendations on short-term wins and long-term strategies.
User Interviews
I conducted three 30-45 minutes user interviews to learn how people interact with the existing application and recorded their experiences so that I could revisit them later to make a design decision.
User Persona
This persona is a reference tool that I used during the rest of the design process to remind me of clients core user. Every time I had to make a design decision, I thought about how the client and user would benefit.
User Stories & MVP
To keep wireframes and visual design focused on user needs, around 60 user stories were created from interview findings. Each user story was then tied to a feature to build a Minimal Viable Product (MVP).
Based on a audit of the existing application and new requirements that emerged from research, an information architecture for the new application design was drafted.
Common Grouping
Create New Records, Policy Eligibility, PaYout Calculations, Claim Kit, Adjudication, Process Claims, Payments and Re-certification.
Card Sort
Performed card sorting on the application to modify and regroup the features which would reduce the turnaround time and would be easy for the users to use.
Site Map
Using the categories from the card sort as a starting point, I plotted out the features to guide the design of the new application.
The next stage involved designing a semi-functional greyscale prototype of the new application.
Task Flow
This task flow helped me to analyze every step of finishing the task from Creating New Record to Re-certification. In this process, I ought to perceive key pages that I wished to build primarily.
User Flow
Created 5 user flows to understand the steps for users which will take to accomplish their tasks and goals. The user flow includes features like potential entry and exit points.
Low Fidelity Wireframes
Low-fidelity wireframes are a great way to discover many possibilities rapidly and inexpensively. At this stage, I was ready to design the sketches using pen & paper.
High Fidelity Wireframes
I started with low-fidelity sketches and worked up to high-fidelity wireframes built in Figma and Axure RP (52 screens). High-fidelity wireframes will be tested for usability and signed off for Mockups. In this practice, I used collective design patterns and recognized the sizing and placement of form fields.
Before recruiting participants to test the high-fidelity wireframes, I defined usability test goals and objectives, methodology and tasks.
To test the wireframes, I asked 3 participants to try out the wireframes and asked for their initial impressions, let them explore the application and then had them perform specific tasks.
Results
Through usability testing, I gathered some results from the participants. My next move was to pull out key insights or pain points and a list of prioritized revisions for another design iteration.
Style Guide
Created a one-page style guide which includes a color palette, typography and button styles.
This kit is complete with all stylings of UI elements used across high fidelity mockups so that each page has a cohesive look & feel.