This project focuses on the comprehensive redesign of Zurich Insurance Brasil's customer insurance portal and main website. The primary objective is to enhance the user experience, streamline navigation, and improve overall functionality for policyholders, prospective customers, and other stakeholders. By modernizing the digital platforms, Zurich Insurance Brasil aims to provide a user-friendly and intuitive interface, facilitating seamless access to insurance products, services, and relevant information.
As the Lead UX Designer, I played a critical role in managing a team of five designers and bridging the communication and collaboration between the Brazilian Business Unit (BU) and the main stakeholder in Zurich, Switzerland. Responsibilities encompass overseeing the UX design process, ensuring the delivery of high-quality design solutions, and facilitating effective communication among team members and stakeholders.
The current system presents challenges for users seeking information regarding their insurance policies and the claims process. Users face difficulties in accessing all their insurance policies in one place, understanding the step-by-step procedure for claims, initiating new claims, and obtaining timely assistance. These shortcomings negatively impact user satisfaction, lead to frustration, and hinder the overall efficiency of the insurance service.
Due to constraints preventing proper user interviews, such as time limitations or resource availability, conducting meaningful research to identify user pain points became challenging. However, a work-around solution was found by engaging with customer service representatives and shadowing their calls. This approach allowed for the identification of the main pain points experienced by users, enabling the project team to address these issues effectively.
After overcoming the challenge of conducting user interviews through customer service shadowing, the project team focused on developing an effective information architecture based on the insights gathered from the research.
The final design solution for the web portal reflects the team's commitment to addressing user needs and providing a seamless and intuitive interface. By prioritizing the main header as a central hub for accessing relevant information and implementing an easy-to-use menu, users can efficiently navigate the web portal and find the desired information quickly. The design solution's success lies in its ability to empower users, improve information accessibility, and enhance the overall user experience for Zurich Insurance's customers in Brazil.
Through thorough research and user-centric design practices, we have successfully created a customer portal that prioritizes easy access to the main functionalities users desire. Our diligent efforts in understanding user needs, pain points, and preferences have shaped a portal that caters to their expectations. By leveraging insights gathered from user research, we have streamlined the portal's interface to provide effortless navigation and prominently feature the most sought-after features. This user-focused approach ensures that customers can quickly and intuitively access the functionalities they require, resulting in an enhanced user experience and increased satisfaction. The customer portal now serves as a centralized hub where users can effortlessly manage their insurance policies, access claims information, and seek support, all while enjoying a seamless and efficient digital experience.
Reduction of call center calls by 65%.
22% increase in Customer Csat
What you've just witnessed here is a small but significant piece of a larger project that has been in progress for several months. I believe it's essential for us to connect and have a call so we can explore the project's details together. This opportunity will allow us to delve deeper into the intricacies, discuss any specific requirements, and align our visions. By collaborating closely, we can ensure that no stone is left unturned and that every aspect of the project is thoroughly understood and addressed. Let's seize this chance to come together, have a meaningful conversation, and pave the way for the successful completion of this remarkable endeavor.
