Understanding The User

One of the first things we do with any new client/project is conduct Ethnographic Research in order to learn who we’re designing for.  In this case, our goal was to get into the mind of an insurance agent and to be introduced to the Grange quoting platforms.  One of the biggest benefits to this practice is that we became the voice of the agent inside the corporate walls.  In other words, we constantly advocate for agents when evaluting whether a business goal or UI change will be useful and beneficial to agents.  As the years have rolled on, we’ve made this a regular practice to ensure our knowledge is up-to-date.

 
 
 

Establishing Benchmarks & Recommendations

One of the major considerations of this project was to ensure that customers could access and manage their account on a mobile device with ease.  We worked back and forth, between desktop and mobile layouts, to ensure that our designs were optimal for both experiences.  

 
Grange-recommendations.png
 

Turning Insights Into Actions

One of the major considerations of this project was to ensure that customers could access and manage their account on a mobile device with ease.  We worked back and forth, between desktop and mobile layouts, to ensure that our designs were optimal for both experiences.  

 
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Establishing A Vision

One of the major considerations of this project was to ensure that customers could access and manage their account on a mobile device with ease.  We worked back and forth, between desktop and mobile layouts, to ensure that our designs were optimal for both experiences.  

 
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Designing At Scale

One of the major initiatives we worked on was completely redesigning the Grange customer account called My Grange.  The design criteria was to develop a system that supported the three most common reasons customer visited the site: Pay their bill, file a claim and view policy details.

Throughout the conceptual process, we conducted evaluative user research to ensure what we were creating met the design criteria.  The final design afforded customers the ability to successfully complete tasks within 15 to 30 seconds on average.