Form Redesign
SKILLS
- customer experience design
- customer journey mapping
- prototyping
- CCM composition
This complex form redesign, illustrated by a single Section of the form, was a problem document for the client and sought to improve the customer experience and reduce Not-in-good-order forms received back.
MY ROLE
Lead customer experience designer
GOALS
- Reduce number of ‘NIGO’ (not in good order) forms received
- Enable form to be filled out both electronically and manually
CHALLENGES
- Clarifying complex insurance verbiage for improved readability
- Working with legal team to reduce unnecessary legalese
RESULTS
- Redesigned form improved NIGO forms by 65%
- Enabled design to be utilized in digital format
- Reduced number of printed pages