Policy adjustments
Client
Role
When
Costs to the call centre come in at around £50m per annum. 45% of calls are about making an adjustment to an existing policy, or to confirm a change has been made.As part of the app-first strategy, these needed to be made via the app.
I went through the existing web journeys to help further understand them and also identify any problems.
To help with understanding the nuances and limitations of each journey, we held workshops covering each of the journeys.
We used MIRO to collect details and do some initial ideation as to how we might approach the individual journeys.
With this information I created wireframes for peer reviews every couple of days. This was repeated until we were happy with the flows.
I wanted to make the journeys more conversational and limit user actions to one per screen. This would help reduce the cognitive load and make the journeys easier to complete.
I made sure to create user flow diagrams for each of the 9 journeys to get sign-off from the relevant stakeholders
Making amends to a user’s policy should be easy to do. We developed the triage to help guide people to the changes they want to make.
I created a prototype for user testing to test both the dashboard and the triage for making amends to a policy.
I decided to use Protopie to build the prototype.This was preferred over Figma because Protopie allows actual user inputs and you can use variables to keep the prototype realistic.
The aim was to keep single actions per screen in order to not overwhelm the user.
