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:
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.