THE OVERVIEW
A Title insurance application used by Lawyers and Law clerks to purchase residential title insurance on behalf of their clients. This project was to redesign the FCT residential title insurance application.
THE CHALLENGE
The main problem, FCT was trying to solve with the new system was to improve the system feedback to the user. Law clerks and lawyers would have to wait for a call from underwriters to know their request status. This made the system less trusting and the law office would skip using the application and try to submit their request directly via email or phone call.
To improve the efficiency of the system. FCT decided to redesign the application to meet modern customers, without losing the trust of Lawyers and their clerks. Also to reduce the incoming calls to the call center and underwriters.
RESEARCH & PLANNING
With a fairly detailed project brief in hand, I was onboarded in the project. My role was first to create UI simulation to test with the users and demo it to the Customer experience team and marketing executives.
After understanding the project, I started focus group sessions with the selected users from law office to understand their painpoints and how they are using job aid to work around this problem. Engaged the users with data collection exercises, Open, and closed card sorting, understanding the user mental model, and Process maps where different users perform their tasks.
DESIGNING THE EXPERIENCE
After the user research, it was time to put it the study into practice. I had meeting with the developers and vendor to understand the technological challenges and how to improve the performance and reduce the training cost.
USER FLOW
Daily huddles with the Product owners and BAs from different Pods and Product owners to understand the new requirements and validate the data with the SMEs. Visiting a dedicated banking center for validation and knowledge. Working around to solve the technological challenges of out-of-the-box vs customization components. Creating early prototypes and validating them with the SMEs and users to find out any gaps and process changes if required.
Analyze the potential of the system and how to improve the flow of the application by utilizing the hidden features that were not been used. Working with the Process engineering team, to find a cost-efficient way to implement the solution without sacrificing the user experience.
The proposal is to improve the system's ability to think and act on behalf of the user to reduce human errors.
WIREFRAMES & USABILITY TESTING
To validate the design before it goes to sign-off and development. I used to validate the artifacts with the actual user either by simulating the mockups.
Analyze A-B testing.
Plan solutions for tactical or strategic releases according to technology or time constraints.
Present the Usability test results report to the Stakeholders and project team.
Allocated time for a demo to developers on the UI feasibility check. Fine-tune the UI and if required validate again with the users. Setup war room sessions with the Developers
HANDOFF
After the design mocks were validated with the users and business, it was time to prepare a handoff to the salesforce developers and QAs.
Followed lean UX documentation for a quick sprint deliverable.
All the mocks in the Figma & Axure RP were tagged with the user stories and marked as "Read for Development". So the developers can use the code from the Figma design tool.
Periodic check with Developers while coding. Review test case scenarios so no item is left behind during the development sprint.
PILOT TESTING TO PRODUCTION
During the pilot testing, I was involved in supporting the users and getting their feedback on may technical challenges, system bugs, or any questions related to the process.
TOOLS USED
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Figma
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User testing
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Overflow
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Optimal sort
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Axure RP