Improving Accessibility for Insurance Agents

Due to the nature of their profession, it isn't uncommon for an insurance agent's agenda to be packed from end to end. Sudden meetings, random cold calls, unannounced visitations — time is of utmost importance to them. Hence, to design for accessibility is to design for speed.

After doing the initial Cognitive Walkthrough, we decided to find out user preference on the list order display of Sales Menu items through a card-sorting survey and user interviews.

After coding the survey results and synthesizing the interview insights, I presented my findings via a Pechakucha performance and raised a few crucial motions to be further discussed with stakeholders. It was apparent that each agency branch had its way of sorting data according to its original business approach; which is the case with its members as well. Different parts of Indonesia had different outlooks on how to generate potential customers. However, another thing to keep in mind was the fact that, as it turned out, there was a present lingo discrepancy between the Head Office and the branches.

After doing a competitor analysis on the many apps that our agents use on a day-to-day basis, we decided to offer freedom of display to our users by developing a Sort feature. This way, they can display customer names, sales illustrations, and policy lists according to their preferences. We've also decided to fix the lingo issue by moving unpaid policies under the SPAJ menu, clearing up the confusion between SPAJ and Policy.

In retrospect, I would've loved to do further research on the topic of accessibility enhancement, and explore the many viable options when it comes to the display of the many, many lists an agent would need to go through daily.

Due to the confidential nature of this project, feel free to hit me up personally for more details!