PURPOSE
The purpose was to create a seamless experience for a customer to verify their account by providing their identification, while remaining in the claim process.
The product was developed as a separate micro app, decoupled and modular from a larger technology platform, but able to be utilized in all different channels (web, agent, retail) within the umbrella of all company businesses.
APPROACH
Following the agile methodology of two week sprints (and borrowing from Spotify’s design principles of human + unified), our team worked in iterations.
Every two weeks, each team member took turns being scrum master with these responsibilities:
scoping the requirements
updating stories in JIRA and Confluence
maintainning Miro boards
running grooming sessions
facilitating retrospectives
Using our own Atomic library and storybook, and AWS logging integration, we built a separate app that uploaded and encrypted images. The security of the customer’s uploads were a top priority.
• We incorporated a third party technology into our product to validate images in seconds.
• We ran weekly demos with stakeholders and key leadership.
• A test and learn google optimization approach was adopted to learn from failures
MY ROLE
As the main customer objective was build a seamless experience for the customer, my role was to design a product that emulated the brand and tone and the current claim process.
I took the existing upload experience, and divided them into digestible information chunks. I reviewed every channel that a customer could experience, and developed a user-flow that represented those chunks.
I ran user testing to pulse check our UI and monitor upload behavior. I also tested the type of ID customers choose to submit and how secure they feel.
I owned the relationship with the third party vendor that we used to validate images, and set up bi weekly meetings to review reporting and SDK upgrades.
In Figma, I designed screens for added content that was humanized and simple, and worked with the content strategy team to tell a product story.
Collaborating with fellow designers in design jams, new container patterns and relevant illustrations were created.
Our journey team would meet with leadership, and I would present prototypes and field all design questions.