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User Experience Design
                in Business Insurance



              The
            Missing
           Ingredient
Why interested now?
Not long ago…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…
Today…



  But, back at the office…
What’s Missing?
User
Experience
   Design
What’s holding us back?
  Limited     Costs       Talent
 Awareness
Limited
Awareness
Today, user experience design is usually
sprinkled into a project
When should user experience design occur?
User Experience Design starts here.
User Experience Design starts here.



               And is blended throughout the entire project
Starting with…
Understanding the user
We start with a

Business Idea
We start with a

Business Idea
to Increase Shareholder Value
Business
is run by
          People
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.”
And the value of the

Business Idea
is
   Lost
With

User Research
With

User Research
       • User Goals
With

User Research
       • User Goals
       • Task Analysis
With

User Research
       • User Goals
       • Task Analysis
       • Contextual Inquiry
With

User Research
       • User Goals
       • Task Analysis
       • Contextual Inquiry
       • Personas
With

User Research
       • User Goals
       • Task Analysis
       • Contextual Inquiry
       • Personas




A concrete picture of our user emerges
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? ”
UI Design
Traditionally
                               down…
                   r i te   it
                 w
 iscuss i t…
D


                                                       i t.
                                                es ign
                                        he nd
                                       t
For better requirements

      s i t…                   val
Discus                            ida
                                        te
                                           it
                                                                       n.
                                                                   d ow
                                                            e it
                                                         rit
               desig                              en   ,w
                       n it…                    th
Design Progression
                                                                  Functional UI
                                                   HTML Mockups
                                         Static Images
                                Wireframes
             Paper Prototypes
Sketches




CONCEPTUAL                                                                   REAL


                    Clarify and uncover requirements
                    More Ideas  Better designs
Building the UI
UI Development is Complex
            Developers must appreciate




Designers must appreciate
Usability Testing



             la te
      T oo
Usability Testing




Test early, test often
What can we test?
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.”
Implementation
How are we doing?




  Web Analytics   User Feedback
  • NetInsight    • Get Satisfaction
Not just
         t   he
                End of
The Project
Beginning of the
                                 Next Release


User re
          search
                 with th
                         e   current
                                     version
Cost
User Experience Design

Reduces Project
         Costs
10 cup



                          9 cup



                          8 cup



                          7 cup
Added tasks and people
                          6 cup



                          5 cup



                          4 cup



                          3 cup



                          2 cup



                          1 cup
10 cup



                          9 cup



                          8 cup



                          7 cup
Added tasks and people
                          6 cup



                          5 cup



                          4 cup



                          3 cup



                          2 cup



                          1 cup
10 cup



                                   9 cup



                                   8 cup



                                   7 cup
Added tasks and people
 (but not as much as you think)    6 cup



                                   5 cup



                                   4 cup



                                   3 cup



                                   2 cup



                                   1 cup
10 cup



               9 cup



               8 cup



Development    7 cup



               6 cup



               5 cup



               4 cup



               3 cup



               2 cup



               1 cup
10 cup



               9 cup



               8 cup



Development    7 cup



    Rework     6 cup



               5 cup



               4 cup



               3 cup



               2 cup



               1 cup
10 cup



                9 cup



                8 cup



Development     7 cup



    Rework      6 cup



    Training    5 cup



                4 cup



                3 cup



                2 cup



                1 cup
10 cup



                9 cup



                8 cup



Development     7 cup



    Rework      6 cup



    Training    5 cup



    Support     4 cup



                3 cup



                2 cup



                1 cup
User Experience Design

Increases Project
           Value
Productivity
Quality
Productivity
Sales and customers
            Quality
        Productivity
Satisfaction
Sales and customers
            Quality
        Productivity
Talent
Our Options…
   Train       Rent   Hire
What Can We Do Now?
• Plan for user experience activities
• Engage Enterprise Usability
• Bring skilled user experience
  talent to our teams
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…
Business Insurance
                                 Portfolios

             UX Community


Enterprise
 Usability




   PI
Usability
Research
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
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
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
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
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
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
                                                r 200
                                              er 20
                                                     5
                                 so m e       e                                tm
                                                              emblt h 445944
                                                                            0..sstm
                                                         ov
                                                          o vemabth//445944 0
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                                                s,, 23.uN/2//hii//he a
                                                s
                                        New.bb o k
                                    C Ne wbbcc..cco .uk
                                  BB C///newss.

                     ps?
                                  BBp: / new
                                  httttp:


                rh a
                                  h




             Pe
User Experience Design

Not just sprinkled in throughout the project.




                          A way of thinking carried
                          throughout the project
                          that takes our work
                          from good…
To Great!

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User Experience Design: The Missing Ingredient