FBD Insurance January -August 2023, Leading the User testing research for quarterly user testing for their core consumer FBD Car Insurance, Home Insurance, Business and Farm cover. FBD’s strategy and CX teams are focused primarily on their core farming and various consumer products which includes extensive mapping and product integration for the development of a backend eco-system. Establishing a repository of user research, qualitative and quantitative reporting for all primary user journeys across the insurance products for Car, Home, Farm and Business.
Project: FBD Car Insurance portal. End to end user journey analysis and moderated user testing March 2023
This body of work consisted of three months research based analysis, benchmarking all within the scope of journey optimisation for the car insurance end-to-end customer experience.
The goal of the user test was to obtain qualitative feedback for the end-to-end web and device interaction from obtaining a quote to point of purchase for a new policy.
Following the test our recordings of the pain-points throughout the journeys was compiled with notes from each of the participants across the various tasks. A mural board was established with an affinity map of the main results and a common thread was established between each of the participants. The test results were then compiled into a powerpoint deck and played back to senior stakeholders across the organisation.
Following the user test for Car Insurance, robust recommendations were suggested based on key findings throughout the journeys tested. Another objective of the test was to understand the customer motivations and feasibility of an account with options to manage mutliple products. A series of blueprints were commissioned demonstrating areas of the digital journeys that could be integrated to form a central eco-system across Car, Home, Farm , Business and Travel. This research involved collaboration with developers, product owners and customer service personnel across the different insurance product divisions particularly farming.
The UX team maintained the CRM for all public facing desktop and mobile communications and marketing changes across the product base. It was the aim of the team to further develop the interaction on the log-in e2e journeys for private accounts and all the key steps to inter-product purchase between car insurance, house insurance and or travel/farm.
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