Quote Me Happy - My Account Redesign - Enhancing User Experience
Project Overview
Quote Me Happy is a self-service insurance provider where the customers can manage their insurance policy exclusively online. The "My Account" section of Quote Me Happy underwent a significant redesign to address various user experience challenges identified through market research and analysis of customer data, such as click-to-sale ratios, mid-term adjustment completion rates, and retention figures. The project focused on creating a more intuitive, user-friendly interface that simplified interactions and personalized the user experience.
Objectives
- Eliminate duplication of information: To ensure that users did not encounter repetitive data across different sections.
- Create a structural hierarchy: To make navigation and information retrieval easy.
- Enable easy policy amendments: Enable users to easily modify their insurance policies or update personal details efficiently.
- Offer customer personalization: To provide tailored experiences to customer cohorts.
- Reduce the number of excessive questions: To minimize the number of questions required to complete actions.
My Role
As a Senior Business Analyst/Scrum Master, my responsibilities included:
- Running workshops to elicitate the functional and non-functional requirments.
- Creating epics/user stories with acceptance criteria using the Behavior-Driven Development (BDD) methodology.
- Coordinating with the development team and running all the sprint ceremonies.
- Creating and managing the product and sprint backlogs, ensuring all user stories were estimated.
- Running A/B tests with users to gauge the effectiveness of new features and identify areas for further improvement.
- Identifying and addressing project risks and issues to steer the project towards successful completion.
- Acting as the primary point of contact between stakeholders and the development team, ensuring transparency and clear communication throughout the project lifecycle.
- Handling change requests and maintaining thorough documentation of project progress and decisions in JIRA/Confluence.
- Assist the UX in developing wireframes and mockups to visualize the redesigned "My Account" section.
Conclusion
The "My Account" redesign for Quote Me Happy represented a significant step forward in improving the customer experience through a more intuitive, streamlined, and personalized digital interface. By focusing on user-centric design principles and employing a rigorous agile methodology, the project successfully addressed key user issues, enhancing overall satisfaction and engagement.