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How we helped Insurance company enhance their portal using usability testing?

THE CHALLENGE

 

The Johnson Insurance new customer portal requires a comprehensive review from a usability perspective. The goal is to identify usability issues and recommendations that meet the following goals:

 

  • Ensure that the new customer portal better meets the needs of its customers.
  • Test the following two flows:
    • The registration process for both current members and new customers.
    • Submit a health claim online.
  • Recruit 18 participants to take part in the usability test.

THE OUTCOME

 

The final report was created to present the usability testing sessions results, providing data-driven recommendations that will further improve the user experience.

Idea Theorem identified that the next big feature customers needed was a chatbot. Customers often mention that they needed customer service help to submit their requests, however, dislike the wait time to connect. Therefore, a chatbot would streamline interactions between people, enhancing customer experiences.