Client PortalFull of good stuff
There for you, every step of the wayClient Portal is designed to make your life easier. It’s convenient, secure, always available, and keeps all your insurance documents together in a single, easy-to-access place.
Promutuel was founded in 1852 and has become one of the leaders in property and casualty insurance in Quebec. It is comprised of 26 mutual associations, one company jointly owned by all 26 mutuals, and a federation based in Quebec City. The Group is known for its expertise in auto, home, commercial, and farm insurance.
Client Portal is a secure, online portal for insurance customers to verify coverages, view policies and request changes, print auto ID cards, manage certificates of insurance, claims, upload or download documents. When I joined the team a rough beta version was in place, and I built up the redesign to a robust v1 release.
The main goal of the project was to improve the portal's look and feel and UX both on desktop and mobile. The company wanted to focus on customer satisfaction and increase the rate of downloaded auto and home insurance documents and reduce the rate of mailings related to insurance policies.
To educate my design thinking, I carried out a combination of quantitative and qualitative analysis based on the extensive information about how people were using the portal. I defined a series of key insights and recommendations for improving the Client Portal’s overall user experience.
UX audit and research process
I measured and analyzed extensive information about industry competitors and how people were using the current portal during an UX audit process. This included retention and referral data, charting typical user flows, reviewing heatmaps of the most engaging areas of the site, and examining the stages of the process where client satisfaction most often failed.
The newfound data helped me suggest a revised navigation structure and general improvements on primary touchpoints like summary page, account page, coverage details, and insurance policies. Analytical summaries helped educate my decision-making while creating new and improved information architecture and wireframes.
First-click testing
When people get their first click right on a website, they are two to three times as likely to find what they’re looking for than if they went in the wrong direction with that first click. First-click testing results can tell you if your customers are able to find what they’re looking for quickly and easily when they land on your webpage, and if not, where they click instead.
To ensure that visitors were finding what they needed on their first click, I ran first impression click tests on Optimal Workshop with 3 groups of individuals, for a total of 152 testers. It helped me identify key themes and share my first-click findings with stakeholders.
Product thinking
For brainstorming ideas my team used to meet twice a week to review each flow, assess progress, accept improvements and work on feedback, and identify roadblocks in each phase. Speaking with the product team, I compiled several questions/suggestions they wanted me to consider.
"For each question or suggestion, I generated three to five possible design solutions in the form of wireframes for the team to consider. Organized into a presentation, I presented my design solutions with rationales to the development team for further evaluation."
Alexandre Moreau
Listening to the developers’ feedback, I was able to gain a better understanding of the feasibility aspect of translating a design into a working prototype. Once the team agreed on which design solution to implement, I created a design specification with high-fidelity mockups that detailed the placement/colours of each element. This way, I could ensure the developers were implementing the designs accurately. The design specs I created were then passed on to the Software Verification & Validation Team (SV&V) — where final implementations were reviewed to sign off for shipping.
TakeawaysA mobile experience
Most customers want to check insurance online in order to save time (and energy). While they may be more inclined to actually purchase coverage on a desktop computer, they often research insurance companies on their mobile devices. This means the Client Portal needed to perform equally well on both devices.
Login everywhereA secured space
1. Login
Users can login to their account and safely consult a range of information on their insurance file, pending quotes, and more.
2. Signup
Users can create an account in just minutes. All they need is their policy number and the email they have on file.
Coverage firstSummary
Welcome to your Client Portal. No more paper policies. All members can access the digital versions of their insurance documents online.
Hit the road with solid coverage...
Access all your insurance informations, whenever you need it.
...and a choice of add-ons to go the extra mile
Yep, you need car insurance to drive. But beyond the mandatory civil liability for everyone—from learners to seasoned drivers—you can choose the coverage that works for you! With solid coverage, a slew of options and plenty of added perks, finding your perfect fit is easy.
Of course it’s responsiveWhat did you expect?
What should a Client Portal look like on a mobile device? Take a look at the new mobile UI, redesigned from the ground up.
"The process of this project continually challenged me to maintain effective communication with employees on the development team. I attended demo days with the development team, facilitated meetings and exchanged conversations with them, presenting my design decisions and rationale while also ensuring the designs were implemented as intended. By doing so, connecting with the teams was also crucial to ensure questions were answered and prevent the development process from lagging behind on deadlines."
Alexandre Moreau
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