Executive Summary
This project was a strategic blue sky vision for the client. The client is a top middle east insurance firm and they wanted to do end to end research, wayfinding analysis, build and deliver self service digital products for web, mobile and also kiosks to be installed in key locations within their key client locations. We did complete as-is study of the business along with key business stakeholders, understood their vision and planned to deliver a minimum viable product in 1 year.
Wayfinding Analysis
We visited few branches where the insurance services were currently rendered to the end users. The UX team documented the customer footprint and analyzed the wayfinding bottlenecks at their branches. Studied the workflow at the branch to identify the key issues and determine how a branch terminal can provide a solution to the issues. Traced the way finding for a typical visitor and determined a suitable location for the branch terminal.
Wireframe Concepts
Conducted workshops with various business stakeholders to identify various bottlenecks in the branches. Business goals/objectives for a branch terminal were derived. Also conducted user surveys / interviews to identify the user needs and their objectives. Obtained user demographics and average waiting time of each user, to identify bottlenecks. Built concept wireframes iteratively and validated with targeted end users.
KIOSK UI
usability testing
When the user experience was delivered, we conducted multiple usability tests with end users to identify the end user experience and their perception.
Usability user feedback
“ I like this. It is very clear and straight forward. I think it will now save a lot of time”
“ It is a big value addition to the offline process. We can get things moving fast”
“What took 2 hours in a long queue will take a few minutes to get a quotation”
Website
