MOBILE INSURANCE APP
introducing app based insurance help
At Konrad+King we worked with a client seeking to introduce mobile app insurance assistance to a new market. The product needed to deliver reliable help, trust and understanding to users filing an insurance claim at various levels of severity. The project included user interviews, several rounds of prototypes and design iterations based on user testing. The final deliverable was a high fidelity iOS mobile prototype built in Axure.
I worked as one of two interaction designers to help brainstorm, build, and test the prototype in Axure. I helped transform key observations shared by our research team into functional, creative solutions. At each phase of prototype completion, I conducted remote user tests to evaluate app usability, functionality and effectiveness.
Designing an effective solution began by understanding user needs and insurance help options in a variety of scenarios. How might the app respond to someone at the scene of a traumatic accident versus someone who just incurred pothole damage? To help frame the prototype scope and functionality, we created a series of different use case flows to reflect prototype direction.
Early prototypes explored concepts of layout, verbiage, UI and core functionality. Working in Axure allowed us to share prototypes with our research subjects via Axshare for user testing. With at least 3 rounds of prototype editing, each version became closer and closer to final fidelity.
Each prototype phase was punctuated by remote user testing. I conducted research using WebEx conferencing by having participants load the prototype and following a task protocol. User feedback was captured through a RITE (Rapid Iterative Testing and Evaluation) framework and incorporated into subsequent designs.
The final concepts covered multiple incident scenarios and got their extra visual polish with a style guide defined by our Creative Director. The final prototypes turned out to be quite complex given the animated transitions and static timeline UI.
A progress meter helped users feel they moved swiftly through the app.
Concise binary questions eased decision making in times of crisis.
Tapping through the app was key to a fluid mobile experience.