Exploration Research for The Onboarding Experience of Sequis Pro App

Since its launch in 2021, Sequis Pro App's user base has grown by approximately 300%. Among its user base are new hires who recently completed the initial requirements to earn their insurance license.

Unfamiliar with both the insurance industry and the app, how might we accommodate them in their journey toward their first sale?

This project was personally one of my most exciting projects. I had the opportunity to explore a variety of research methods to gain new insights into what truly makes a great insurance agent. During the initial planning stage, we had all these ideas of what and where we should place Sequis Pro in an agent's journey.

As we interviewed our first stakeholder, the Head Office and Training department of Sequis Life, we learned that our original perception of their onboarding process was not quite up-to-date. After a few tweaks here and there, we decided to interview our next stakeholders: the recruiters (team leaders) and the recruitees (new hires).

We crafted an affinity map, applied the principles of jobs-to-be-done, and created our final user journey map. Done with synthesizing the research data, we encountered a very interesting insight: despite the vast growth of tech in our everyday lives, the human touch matters most when it comes to paving an agent's path to success.

As the lead UX Researcher on this project, I proceeded to organize an ideation workshop with the rest of the Product Team to come up with viable opportunities for Sequis Pro to come in and assist.

This project is currently still ongoing, so feel free to hit me up personally or check later for more updates!