Life Sales Central: Conducting Research to Determine Product Direction
This is the home page of Life Sales Central.
Product purpose: Life Insurance Agents use this product to write policies for life insurance customers.
Goals of the Research:
To understand how Life Insurance Agents Used our product.
To uncover the most important issues they were facing.
To make sure our team was solving the right problems.
Methods:
User Research
Prioritization through an Importance Difficulty Matrix
Designing Solutions based on my findings
What I Did:
Observed 10 Life Sales Agents using Life Sales Central for 90 minutes each.
Took notes and synthesized findings in an affinity diagram.
Used the affinity clustering to find common themes that were repeating during the agent observations.
Summarized findings in a presentation and shared findings with stakeholders.
Created designs based on my findings.
Taking Notes on Post-its.
Grouping notes by common themes.
This is the importance/difficulty matrix that I lead my team in creating. All of the features on this matrix came as a result of my research. I led product managers in ranking the importance of each feature to the user. I then led the development team in ranking each feature in its level of difficulty to implement. From this work we were able to prioritize which features would have the highest impact to the user with the lowest ease of developing.
Designs Solutions Based on Findings
Term Conversion Tag
This design created a tag to allow agents to identify which cases were term conversions. Prior to this research agents had to click into the case to know if it was a term conversion. Creating this tag saved agents time and clicks.
True Fit Product Calculator
Original Design
Updated Design
The update to this design changed how the calculator work so that it was more intuitive to the agents process and made it easier for them to do the math on these policies.