Insurance Package Redesign
This policy package redesign for a national not-for-profit life insurance company was a complete revamping of the policy format and information design to align with the business’ customer experience initiatives.
This project also included usability testing through moderated interviews of real customers in two core demographic areas, testing and observing both before and after samples.
MY ROLE
Primary designer, testing observer, researcher
GOALS
- Provide a complete content analysis and redesign of insurance policy variable data template
- Improve the customer experience
- Conduct usability testing on Before and After samples
CHALLENGES
- Testing logistics in 2 core demographic regions under tight deadline
- Working with legal department on filing questions and concerns
RESULTS
- Moved policy format to bound booklet
- 100% of participants preferred the new format compared to the old