Travel & Insurance Agency: UX Overhaul and User Journeys

We elevated the overall user journey for the travel agency by streamlining the claims process, introducing a seamless login system, and enhancing the functionality and aesthetics of the claims landing page. These improvements were strategically implemented to ensure a smoother end-to-end user experience, ultimately aiming to enhance satisfaction and decrease drop-off rates.

Responsibilities

Wireframing, Prototyping, Form Design, Responsive Design, Copywriting, Content Organization, New and Returning User Journeys

Team

Abigail Franks, Designer

Kris Blake, Delivery Lead

Madison Nardone, Delivery Lead

MaryClaire Guh, Product Owner

Project Duration

5 Months

The Problem

The client sought our expertise to improve their claims process, understanding that users often find it cumbersome. Our task was to enhance the user experience and simplify the process.

The current experience was outdated and confusing, causing users to face challenges from the start. They had trouble finding the necessary steps, often giving up midway. This led to higher customer service demands and frustrated users, ultimately impacting the agency's customer retention.

The Soultion

Redesign of Claims Landing Page, Entry Point
New Login and Sign Up Experience for Returning Users
Revamping the User Experience for "Filing a Claim"

Research

Through user testing and data analysis, we identified pain points such as navigating the claims landing page, login difficulties for returning users, and frustrations with the claim filing process.

Visualizing these pain points with journey maps and flow diagrams provided a clear depiction of where users encountered obstacles. This research served as the foundation for our redesign efforts, ensuring that every improvement was tailored to address these challenges and enhance the overall user experience.

Solution #1: Claims Landing Page

Initially, the claims landing page posed significant challenges due to its overwhelming text-heavy design. Users found it difficult to navigate, with the call to action poorly highlighted amidst the clutter. The page primarily consisted of text links, complicating the process for users preparing to file a claim.

The redesigned layout consolidates all essential information onto a single page, utilizing modals to emphasize key text areas. We enhanced aesthetics and navigation through a visual redesign, creating distinct sections. A prominent call to action is placed at the top within the hero graphic, repeating at the end for seamless navigation.

Solution #2: Login & Sign Up UX

We designed an intuitive and streamlined login and sign-up experience tailored for returning customers. The enhanced interface allows users to effortlessly access their policy details, monitor the status of ongoing claims, and review requested quotes. By eliminating the need to repeatedly enter specific information, we provide a seamless and efficient platform for managing travel insurance-related tasks, ensuring a smooth and hassle-free user experience.

Step 1: Landing Sign Up Page

Start by visiting our streamlined sign-up page, designed to make your onboarding experience smooth and intuitive.

Solution #3: Revamping the User Experience for "Filing a Claim"

The decision to redesign the user experience was driven by our commitment to customer-centricity, ensuring that filing a claim is a seamless and positive interaction. By carefully analyzing user feedback, studying competitors, and leveraging emerging technologies, we identified key opportunities to simplify complex processes, minimize friction points, and accelerate the claims filing process.

This resulted in several significant outcomes:

Faster Processing: Streamlined workflows and reduced complexity enable quicker claim submissions and resolutions.
Enhanced Accessibility and Clarity: Improved design elements and clearer instructions make it easier for users to navigate and understand the claims process.
Increased User Retention: A more satisfying and efficient user experience encourages customers to continue using the platform.
Decreased User Error: Simplified processes and intuitive design reduce the likelihood of mistakes, leading to more accurate claim filings.

Filing a claim is 6 step process
The 6 steps include: Initiate, Explain, Expenses, Documents, Reimbursement, and Review.

Find short video for each step below showing what makes this experience much more elevated and streamlined than before.

Step 1: Initiate

Start your claims process by locating your policy. Use our streamlined search tool to quickly find your policy information, ensuring you have everything you need to proceed with ease.

In Summary

In a comprehensive redesign initiative, we focused on three key areas to enhance the user experience.

Claims Experience: We revamped the claims process to be smoother and more user-friendly, addressing pain points and streamlining workflows.
Login System: We introduced an intuitive and secure login system for returning users, ensuring efficient access to their accounts.
Claims Landing Page: We significantly redesigned the claims landing page, combining aesthetics with functionality to provide users with an improved and consolidated entry point into the claims process.
These efforts aimed to enhance user satisfaction, reduce drop-offs, and elevate the overall user experience.