“Idea Theorem has created a visually appealing, user-friendly product that is designed specifically for our unique needs. As we use the system and discover tweaks that are needed, Idea Theorem is fast to reply and adjust the program as needed.
Service
Customer Research & Experience Design
Platforms
iOS, Android
Industry
Finance
The Challenge
Johnson Insurance (part of RSA Insurance Group) is one of Canada’s oldest insurance company offering personal, home, car, and travel insurance.
Johnson Insurance wanted to improve the overall customer experience of their portal so their customers can effectively onboard and submit a claim seamlessly.
Since the portal will be used by wide variety of demographic, we wanted to ensure that different personas are incorporated as part of the usability testing of the portal.
Our Approach
Usability Testing Validation
Idea Theorem™ conducted usability testing to validate designs for Johnson Insurance, engaging participants within targeted personas.
Observation in Controlled Settings
Participants underwent observation in a controlled setting while performing tasks and providing valuable insights into user experience.
Task Completion and Feedback
Participants were tasked with predefined actions and concluded with a survey, offering their thoughts and feedback on the prototype.
User-Centric Design Evaluation
Usability testing ensured that designs resonated effectively with the user base, informing design refinements for enhanced user satisfaction.
The Outcome
Enhancing User Feedback
User feedback informed recommendations for design improvements, leading to an enhanced onboarding and claim submission process.
Identifying Feature Opportunities
In addition to feedback, Idea Theorem™ identified new feature opportunities, including a customer support chatbot and bulk claim upload capability, to benefit the user base.
User-Centric Enhancement
The design recommendations and new feature insights prioritize user-centric enhancements, ensuring a more user-friendly and feature-rich platform.
