Visual Designs
Major Insurance Provider
CRM Call Center Application
A global provider of risk management products and services (and Fortune 500 company) required the design and implementation of a Customer Relationship Management (CRM) experience. Its businesses provide a diverse set of specialty, niche-market insurance products in the property, casualty, and extended device protection.
Call center agents required a holistic insight into the health and critical milestones of a given policy, with a prescriptive path to actionable items. Integration of a timeline view with at-a-glance drill downs facilitated a tactical workflow cadence that resulted in significant productivity rate increases.
Challenges:
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Identify and parse the varying objectives and mental models a call agent might have and map the data points that tell the story.
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Overcoming stakeholder resistance to user research and testing to validate.
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Supporting the needs of an organization that was continuing to scale.
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Setting standards and processes for a large team and significant project ramp up.
Roles:
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Principal User Experience Strategist
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User Researcher
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Information Architect
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Ix Design
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Content Strategy
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Information Design
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Visual Design
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assist on Product Mgmt & Business Analysis
Visual Designs
The need to quickly validate design concepts that involved more complex interactions indicated that rapid prototyping (using Axure) was the most efficient strategy.
Given that a core aspect of our content strategy and IA relied on user-configured filtering controls, validating proposed functionality through user testing allowed us "kick the tires" on our approach.
Personas: Task-based Mind Maps
The need to quickly validate design concepts that involved more complex interactions indicated that rapid prototyping (using Axure) was the most efficient strategy.
Given that a core aspect of our content strategy and IA relied on user-configured filtering controls, validating proposed functionality through user testing allowed us "kick the tires" on our approach.
screenshot of Intake Processor Tasks Mindmap
Personas: Task-based Mind Maps
The need to quickly validate design concepts that involved more complex interactions indicated that rapid prototyping (using Axure) was the most efficient strategy.
Given that a core aspect of our content strategy and IA relied on user-configured filtering controls, validating proposed functionality through user testing allowed us "kick the tires" on our approach.
screenshot of Intake Processor Tasks Mindmap
Success Metrics
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Targeted publishing model optimized process and gave publishers a significant chunk of time back.
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Overall user adoption increase of 56% org-wide.
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Optimize the path to critical resources for caregivers in tactical scenarios.
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Support best practices and incentivize innovation occurring on a local level, while sharing out and sometimes implementing those innovations within the entire ecosystem.