Project Overview
Problem Statement
Tokio Marine HCC needed a user-friendly mobile application to streamline insurance claims and policy management. The existing process was cumbersome and led to delays and dissatisfaction among users. The goal was to create an intuitive, accessible app that would improve customer experience and efficiency.
Research
User Interviews: Conducted interviews with existing customers and internal stakeholders to identify pain points and needs.
Competitive Analysis: Analyzed competitor apps to understand industry standards and opportunities for differentiation.
Personas: Developed personas representing different user types, such as policyholders, agents, and claims adjusters.
Key Findings
Complex Navigation: Users struggled with navigating through policy information and claims.
Lack of Transparency: Users wanted more visibility into the status of their claims.
Mobile Accessibility: The app needed to be optimized for various devices and user accessibility needs.
Design Process
Wireframes & Prototyping:
•Created low-fidelity wireframes to outline the basic structure and layout.
•Developed high-fidelity prototypes focusing on a clean and intuitive interface.
•Iterated based on feedback from user testing sessions.
Key Features:
•Dashboard: A centralized hub where users can view their policies, claims, and notifications at a glance.
•Claims Management: Simplified the claims submission process with step-by-step guidance and real-time status updates.
•Policy Information: Made it easy for users to access and manage their insurance policies.
•Notifications: Integrated push notifications for important updates and reminders.
User Testing:
•Conducted usability testing with a diverse group of users.
•Refined the app based on insights, focusing on reducing steps in the claims process and enhancing readability.
Outcome
•Increased User Satisfaction: Post-launch surveys indicated a significant improvement in user satisfaction.
•Reduced Claim Processing Time: The streamlined process led to a 30% reduction in claim processing times.
•Higher Engagement: The app saw a 40% increase in daily active users within the first three months.
Project Scope
End-to-End Application, Branding
Tools
Figma, Sketch, InVision, Adobe XD
Role
UX Designer (Research, Visual Design, Interaction Design, Usability Testing)Team
Team
Self Directed, UX Team, Product Owners, Stakeholders, and current users (Admin, Agents, Brokers, and Managers)
Duration
2 months
Reflection
Working on the Tokio Marine HCC mobile app was a rewarding experience. The project highlighted the importance of user-centered design and iterative testing. It also reinforced my belief in designing with empathy, ensuring that the app not only met functional requirements but also resonated with users on an emotional level.
Branding
Before diving into logo and style tile design, I created a Miro Board to gather multiple inspirations around the specific attributes extracted from the project brief:
Timeless: The knowledge carried and spirits expressed by books are bound to be timeless
Wise: As an application for users for insurance claims.
Approachable: TMHCC platform that fosters an approachable and friendly atmosphere to make it comfortable for people to share knowledge and perspectives
Creative: Be creative to keep the community alive and dynamic
UI Kit
04 Prototype & Test
Usability Testing
Before usability testing, it is important to set up test objectives, subjects, methodology, tasks, and rubrics for measuring the result of the testing before conducting a test.
I then conducted both in-person and remote usability testing with 5 participants and created transcripts for each participant based on my observation of their interaction with the prototype. I jot down the mistakes, slips, and confusions they expressed in the process. This transcript is a perfect raw material for summarizing the patterns of the user’s interaction with the prototype.
The results from the usability testing could be summarized by creating the empathy map, it is effective in helping us find patterns and frustrations when users are interacting with the prototype, and identify areas of improvement based on priority levels.
Empathy Map
