Re-Imagining the Journey for Protection Pathways

Protection Pathways

Re-Imagining the Journey for Protection Pathways

Synaptic Software provides software service for financial advisors. Initially is undergoing a migration process from their current platform to salesforce. This requires me as UX/ UI Designer to understand the existing flaws in the design, analyse, ideate and prototype.

TIMELINE

3 and half months

TYPE

Fintech, Webservice

TOOLS

Miro , Figma

CONTRIBUTOR

Callum / Product Manager,

Amy/ Researcher

Sharon/ Researcher + PM

Mike / Developer

MY CONTRIBUTION

Research

Analyse

Wireframe

Interface Design

Challenge

How to create an experience for the adviser to create quotes from an hour to minutes.
How to allow the adviser to suggest the best quote matches their budget and expectation?
How to create an interface where the adviser can have control of what they want to do?
How to increase engagement between advisors and software

Problem

1. Void Result

2. Manual Commission handling

3. Error Handling

4. Going through results one by one to find the best quote

5. Created 4 - 5 quote to get to the end best quote

6. Critical illness table in convenient and inefficient

LESSON LEARNED

Organising and documenting as much as possible designs, sketches, brainstormed ideas, mindmaps etc.
Prioritising the key feature for MVP.
Creating design for professionals is different from creating for customers for commercial use.
Understanding the psychology and the mental model of the advisers were a new learning curve for me
It was not always easy to get hold of adviser for Usability evaluation

Solution

1. Messaging and Error handling.

2. Add option for the adviser to handle commission

3. Error Messaging and pop up.

4. Advance Filter to narrow down the result.

5. Allow user to copy the benefit and change the detail as required without going through the whole process

Design Process

Understand

Understand the problem
Organisation Objectives

Usability

Testing

5 Financial Advisor

User Validation
5 Financial Advisor

Ideate

Storyboarding
Userflow
Low fidelity Design
High fidelity Design

Prototype

UI Mockup in Figma

Analyse

Analyse user insight
Create Empathy map
Create Affinity map
Organise Problems
Competitor Analysis

Design

HandOver

Checklist
Run through
Comparision
Update

Checklist
Run through
Comparision
Update

Understand

UNDERSTANDING THE PROBLEM

Difficult to workaround
Low Findability
Inconsistency
User Journey
Inefficiency

Business Needs

Increase engagement and the licencing
Rebrand and redesign onto salesforce platform
Complete before rebranding of the company.

COMPETITOR ANALYSIS

Before diving into changing the design or understanding users benchmarking the competitors, their market and the design solution is as important. Various competitors such as iPipline, iress, direct life, underwriteme etc were analysed. The good and the bad design designs were benched marked and considered for the future "Synaptic's Pathways Protection Software".

Single Life Benefit

Joint Life Benefit

Comparison

Filtering

Commission handling

Underwriting

E-Apply

Research

financial advisor

Webinar with SimplyBiz

Analyse

EMPATHY MAP & AFFINITY MAPPING

After understanding the business goal, the next step was to understand the user / adviser who were using synaptic's Webline software as well as the adviser who was using other software. In order to do so, the interview was conducted with a total of 6 advisers.

USER JOURNEY MAPPING

The third step after user research was to draw user journey for a record to understand the user goal, actions, Touchpoint, Painpoint, their feelings and the opportunity to resolve any issue. The User Journey was divided into Happy and Sad path, Sad path gave us a good lead where the main point was situated.

ORGANISING PROBLEM

1: HMW avoid void result?

2: HMW prevent user from unrealistic expectation?

3. HMW approach commission handling?

4. HMW customise the result to user's preferrence?

5. HMW allow the user to be confident about their selection of cover option?

6.HMW prevent manually confirmation of Critical Illness cover?

Ideate

MIND MAPPING

STORYBOARD

After identifying the issues in the system Storyboard was created in order to represent the design solution by telling a story how the user involved in the system would be able to interact with it. Presented to the Product team (Product manager, Software product specialist, business analyst, salesforce analyst, product support consultant)

USERFLOW

ORGANISING PROBLEM

1. Could not get a result every time. > Solution (Error handling)

2. Unrealistic expectation. > Solution (Error handling)

3. Difficulties in commission handling. > Solution (Add option for the adviser to handle commission)

4. Be able to narrow the result.>Solution (Advance Filter)

5. Have to do 4-6 quotes before getting the best one.> Solution (Comparision tool)

6. Critical Illness Cover table still in pdf format was in convenient and time-consuming to use > Solution (Designing the Critical Illness Cover table (a pdf) to a dynamic table)

USERFLOW MVP

LOW FIDELITY WIREFRAME

Product support Consultant and Product Manager worked together to come up with the following wireframe. Which was presented to the salesforce dev team, API team, Product analyst etc.

HIGH FIDELITY WIREFRAME

Design System

Prototype

User Evaluation

The first step to conduct was to prepare what needed to be asked in the usability test (The task). Hence, I created the following user journey that I expect the user to go through. With the help of the team we prepared total of 5 task, questionnaire (SUPR-Q) and follow up qualitative interview for a deeper insight of user’s experience and what they thought of the new design.

Iteration

1. Using filter was distracting.

2. Users were not able to see the result page while making changes to the advance filter

3. Users took a while to figure out the mechanism of drag and drop of the advance filter and Product list.

The consistency in the design throughout the web service was the core of this project. Hence, the user were finding using the new software easy since they were able to use their understanding of using the product from another service here. Hence, use of less cognitive workload.

Although the idea behind having the drag and drop was to allow the user the flexibility of using the Product list and the Advance filter together it made the user overly confused. After analysing how they were using the software and the interview having both were not a prority.