This document discusses how user experience design is an important but often overlooked element in business insurance projects. It argues that starting projects with user research to understand goals and contexts can help ensure systems meet real user needs. While UX design may seem like an added cost, it can actually reduce rework and improve productivity, quality, and customer satisfaction. The document outlines a path to developing internal UX capabilities within a business insurance organization over time.
39. The
Abstract User
“ What functionality should the app
provide?”
“ What if the user needs to …?”
“ Someone may want to …”
“ The system needs these data elements to
complete the function.”
45. With
User Research
• User Goals
• Task Analysis
• Contextual Inquiry
• Personas
46. With
User Research
• User Goals
• Task Analysis
• Contextual Inquiry
• Personas
A concrete picture of our user emerges
47. And it causes us to
Think Differently
“ What functionality should the app
provide?”
“ Which user goals should this app
support?”
What if the user needs to …?”
“ What is Alice’s primary goal in this
scenario?”
“ Someone may want to …”
“ How important is it for Alice to…?”
“ The system needs these data elements to
complete the function.”
“ How can we make it easier for Alice to log this event? ”
51. Design Progression
Functional UI
HTML Mockups
Static Images
Wireframes
Paper Prototypes
Sketches
CONCEPTUAL REAL
Clarify and uncover requirements
More Ideas Better designs
57. Keep testing simple – so you do
enough of it. Lessons from Steve Krug
“Testing one user early in the
project is better than testing 50
near the end.”
79. What Can We Do Now?
• Plan for user experience activities
• Engage Enterprise Usability
• Bring skilled user experience
talent to our teams
80. What Can We Do Now?
• Plan for user experience activities
• Engage Enterprise Usability
• Bring skilled user experience
talent to our teams
But that’s short term…
81.
82. Business Insurance
Portfolios
UX Community
Enterprise
Usability
PI
Usability
Research
83. BI User Experience Design Group
2009 2010 2011 2012
Usability practices at Travelers
Offerings from consultant partners
Visited with Open Solutions
SharePoint site
Monthly lunch-n-learn
Awareness
84. BI User Experience Design Group
2009 2010 2011 2012
• Virtual team
• Project guidance
• Liaison to Enterprise Usability Group
• Training opportunities
• UX Library
No budget impact
85. BI User Experience Design Group
2009 2010 2011 2012
• Formal group with department leader
• Small team of allocated, budgeted resources
• Engagement model defined
• Influence enterprise UI policies
• Expanded library and training
• Unify and leverage user experience design across
all BI portfolios
86. BI User Experience Design Group
2009 2010 2011 2012
• Fully staffed department
• UX specialist for each portfolio
• UX center of excellence
• Drives consistent, outstanding user
experience across all portfolios
87. User Experience Design
• More involved than you may think
• But, not as costly as you may think
• Delivers a better solution sooner
• Business experts, not system experts
• Lowers cholesterol
88. User Experience Design
• More involved than you may think e
olleg
• But, not as costly as you may think ss rsity C also
nive re
fr om U nd st erol
• Delivers a better solution sooner cholest n
“A team has fou
ndon to raise g-term i
• Business experts, not o pears the lon
L system experts
ap r
s ove le.”
• Lowers cholesterol level e peop 05
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89. User Experience Design
Not just sprinkled in throughout the project.
A way of thinking carried
throughout the project
that takes our work
from good…