Redesign the account dashboard for users to accomplish account-related tasks in a better way.
My role: UX, UI
Year: 2019 - 2020
Deliverables: Competitive analysis, User flow, Sketching, Wireframes, Interaction design
Overview
Quotemehappy.com is an internet-only car insurance brand by AVIVA launched in 2011, to cater for growing number of motorists looking to buy and manage their insurance online. For being a self-service platform, it allows users to view, download and make changes to the policy at any time easily and efficiently. It is the first-time redesign since the brand was launched in 2011. To start from retaining existing customers to acquiring new, the design phases follow:
-
‘My account’ redesign to provide a clearer functionality and usability.
-
‘Mid-term alteration’ (MTA) journey redesign to allow users to have single or multiple changes in one go.
-
‘New business’ redesign
The problem
Based on the current users data and failure demand analysis, customers encounter problems while interact with QMH platforms. It causes a big number of customer attrition. Also negatively affects the rating on review websites and aggregators. And potentially drives down the new customer acquisition.
As is
%20copy.png)
The pains to customers:
-
It takes too much time/actions to find out the information they want. (duplicated information)
​
-
For the MTA journey：
-
It needs to refill the long form again if customers make multiple changes
-
Each change affects the price. In that case, it makes difficulties to count out the final cost in half way of making multiple changes.
As a solution
-
Restructure 'My account’ information architecture and layout. Improving the unclear menu and navigation with easy labelling and re-grouping.
-
Showing products and informations in well visible places.
-
Add ‘Save’ function to allow customers have a snap during MTA journeys.
-
Give an option to add other alternations before complete payments.
User flow
Wireframe
Design hierarchy for effective content organisation
The screen examples
