Use a human-centered approach to redesign car-swap journey to be simple
My role: UX, UI
Year: 2019 - 2020
Deliverables: Competitive analysis, Journey mapping, User flow, Sketching, Wireframes, Interaction design
Context
The car-swap journey was mirrored the same as AVIVA changing car journey in 2011 and has never been updated. For the existing customers, 43% of all MTAs (mid-term alterations) are car-swap and it accounts 20% of all failure demand received. This is a fundamental part of QMH brand promise and imperative to make this journey perfect. This redesign is seen as the second phase of:
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‘My account’ redesign to provide a clearer functionality and usability.
‘My account’ redesign to provide a clearer functionality and usability.
2. ‘Mid-term alteration’ (MTA) journey redesign to allow users to have single or multiple changes in one go.
3. ‘New business’ redesign
The current journey
Not intuitive and lacks hierarchy and logical grouping
Requires customer to scroll through 20+ question
Makes multiple changes clunky and confusing
No message to inform users both cars are covered on change day - accounts for 4% failure demand
Discourages quote behaviour with lack of save quote functionality
Date selection at the start of journey which is unnatural
The solution
Flow chat
Wireframe
The car-swap journey overview
