Supplemental Insurance User Testing
In the midst of a new product launch, a supplemental insurance company wanted to get user feedback on an application process. I set up a user study that included users that matched their site demographics, and with the help of coworkers, created a fully functional prototype of the experience. Tasks were created through each major step in the application process.
The study found several key pain points. A vast majority of users found the application process too long, they couldn’t understand quite a bit of insurance lingo/jargon, and the final steps were unclear (would the client reach back out to me??).
Enhancing the Experience
To adjust the new product, our team went back through the application process to take out unnecessary steps, define and clarify insurance jargon where needed, and define what would happen after the user completed the application.
To Be Continued
Results: Unfortunately this new product offering has not launched yet, but we are looking to do iterative user testing to uncover more data.