Re-Imagining the Journey for Protection Pathways
Re-Imagining the Journey for Protection Pathways
Protection Pathways
Re-Imagining the Journey for Protection Pathways
The project is still under work. However, I would appreciate if you are able to go through the project so far.
Overview
Synaptic Software a consultation and software service for financial advisors is undergoing a migration process. The migration from current platform to salesforce requires me as UX/ UI Designer to understand the existing flaws in the design, analyse, ideate and prototype.
​
This project I worked was a part of synaptic's webservice that allows the financial adviser to help their client regarding their protection cover. This part of the software required some changes because of the pivot in business goal and the brand itself. Migrating the software from the old platform was a fun yet challenging steps for me.
​
​
Following are the step in detail taken in order to create a new refind webservice/ software.
Step 1: Stakeholder Interview
The initial phase was to understand the objective of the project. Followings are the main point that I gathered from the interview:
1. The users of the software and why they need the software.
2. What they know or hear from the users and want to address or achieve.
3. The competitors of the company
4. The timeline/ deadline
5. Some technological limitations
6. Existing user research
Step 2: Competitive 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".
Step 3: User Research and identifying problem
After understanding the competitors, the next step was to understand adviser who were using synaptic's Webline servie there opinion toward the software. The initial idea was to do a usability testing on the current software. It was however, unsuccessful due to the internal policy. On the brighter side user research was already conducted with the help of webinar, interview and questionnaire.
Step 3: User Journey Mapping and identifying problem
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.
Problem listed with the highest priority 1 to 5
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?
Mind mapping
Step 4: 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)
Step 5.1: Userflow
Userflow was created by working with the information architect. I was able to draw three userflow.
Step 5.2: MVP
.png)
However, by conducting a meeting with the managing director we came to the conclusion to create a system that would allow the user to get the quote straight away with a result every time as A minimum viable product (MVP) . Hence only the following issue that was highly prioritise were covered.
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)
Step 5: 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.
Step 6: Wireframe
Step 6: High-fidelity Wireframe
.png)
.png)
.png)
.png)
.png)
.png)
Step 7: Prototype
Step 7: Buy ins from Stakeholder
After completing the wireframe the next step was for me to validate the design with the stakeholders. I conduct this review session frequently with the stakeholder in order to get buy ins.
Yet there were some of changes issued on the result page.
1. Using filter was distracting.
2. Limitation on the lightning design system to deploy the design.
3. A useful comment "Users might find it frustrating to figure out the mechanism of drag and drop of the advance filter and Product list".
​
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.
Step 8: High-fidelity Wireframe
The main aspect of the web service is anticipated to be the filter (Faceted) which can be accessed either with the quick filter section or clicking advance filter that will give more options.
What would I do differently
1. Formative usability testing instead of user research to understand the pinpoints.
2. Q&A with the frontend developer after being developed
3. Summative usability testing after the launch
​
ESG
A professional design Project