The Challenge
Johnson Insurance (part of RSA Insurance Group), renowned as one of Canada’s oldest insurance companies, specializes in offering personal, home, car, and travel insurance.
Seeking to enhance the overall customer experience, Johnson Insurance embarked on a mission to refine their portal, enabling customers to seamlessly onboard and submit claims. To achieve this goal, an Insurance Website and Portal UX Audit was conducted, ensuring that the portal caters effectively to a diverse demographic. Usability testing incorporated different personas, guaranteeing inclusivity and optimal user experience across the board.
Our Approach
Usability Testing Validation
Idea Theorem™ conducted usability testing to validate designs for Johnson Insurance, engaging participants within targeted personas.
Observation in Controlled Setting
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
Enhanced Onboarding Process
User feedback guided recommendations for improving the onboarding process, ensuring a smoother and more intuitive experience for new users.
Streamlined Claim Submission
Recommendations were provided to streamline the claim submission process based on user feedback, simplifying the steps involved and enhancing efficiency.
Incorporating Customer Support Chatbot
Idea Theorem identified an opportunity for integrating a chatbot within the platform for customer support, enhancing user assistance and engagement.
Bulk Claim Upload Capability
Recognizing user needs, the recommendation included adding a bulk claim upload capability to the platform, offering convenience and efficiency for users managing multiple claims.
