MERCURY INSURANCE Customer Portal
The Mercury Insurance Customer Portal provides policy holders with quick and easy access to various features, including viewing policy details, paying bills, and accessing I.D. cards. With one touch, users can also connect with their agent, customer service, or roadside assistance. The portal offers real-time quotes, enables policy updates, and allows users to add vehicles and drivers.
PROJECT OVERVIEW
About the Project
The Mercury Insurance customer portal redesign project aims to improve the user experience by enhancing the portal's functionality and visual design. The new design will offer policy holders easy access to their policy details, I.D. cards, and billing information. Additionally, the redesigned portal will provide one-touch access to agents, customer service, and roadside assistance.
One of the main goals of the redesign is to streamline the user journey and simplify the navigation process. Users will be able to get real-time quotes, make policy updates, add vehicles and drivers, and view policy information all in one place. The visual design will also be updated to create a modern and user-friendly interface, which will make the portal easier to use and navigate.
The new Mercury Insurance customer portal will provide policy holders with a more efficient and convenient experience. The improved functionality, along with the user-friendly interface, will make it easier for policy holders to manage their insurance policies and access support whenever they need it. Overall, the redesign project will ensure that Mercury Insurance continues to meet the evolving needs of its policy holders and deliver a superior customer experience.
My Role
Design Lead
Engineer Liaison
Creative QA
Research
Planning
User Flow
Wireframe
Visual Design
Prototyping
Business Needs
The current portal had limited functionality and an inefficient process for managing policies, leading to high call volumes for customer service and agent assistance. The redesign project aims to provide an improved user experience with one-touch access to policy details, I.D. cards, billing information, real-time quotes, policy updates, and more.
CASE STUDY DESIGN
Design Process
02
1 Week
2 Week
3 Week
4 Week
Research & Empathize
Define
Ideate
Wireframes
Prototype
Visual & Interaction Design
Final Design
Hand-off
Creative QA
Methodology
04
Conduct a heuristic evaluation to identify the current usability issues and areas for improvement on the Mercury’s Customer Portal
Continuously monitor and evaluate user feedback and engagement to
ensure that the page remains effective and relevant over time.
Analyze the data gathered from the heuristic evaluation and user testing to determine the key factors that contribute to an effective user experience.
Conduct user testing with a agents and customers to gather feedback on the current portal and identify areas for improvement.
Based on our findings, make design updates to enhance the usability and organization of the page. Provide an opportunity for users to provide feedback on the updated design and
ensure that it meets their expectations.
Expected Outcomes
05
Identification of key usability issues and address
Identification of key factors that contribute
to an effective user experience on the page.
Design updates that improve the usability
and organization of the page.
User feedback that confirms the effectiveness
of the updated design.
Improved user engagement and satisfaction
with Mercury’s Customer Portal
THANK YOU
Wireframe & Visual Design
06
Wireframe, style guides, and visual design are crucial components in the development of the Customer Portal. Wireframes provide a blueprint for the layout and functionality of the application, while visual design creates the aesthetics and branding. Design System ensures a cohesive user experience that is both visually appealing and easy to navigate.
User Research
01
To kick off the project, I conducted thorough interviews with both stakeholders and users, in addition to gathering insights from seasoned insurance account holders for a competitive analysis aimed at comprehending the latest industry trends. Together with the Manager of Consumer Affairs, we created a list of features we wished to delve further into, ultimately leading to a more informed and strategic approach to the project.
Flow Research
To refine the user experience and incorporate essential design elements, I developed low-fidelity wireframes using Adobe XD and Axure. Throughout the process, I collaborated closely with stakeholders, engineers, and subject matter experts through live sessions to ensure alignment and gather feedback. Once the wireframes were completed, I proceeded to the testing phase.
User Testing
Following the initial wireframe testing, I built a prototype using Axure to verify and validate our user flows. Through partnerships with Soundingbox and User Testing, we collected valuable feedback from users and internal team members, which enabled us to refine and enhance the portal's usability. Our goal was to create a user-friendly tool for business partners that can provide value and enable them to achieve their objectives.
Flow Investigations
By employing straightforward card sorting techniques and conducting productive whiteboard sessions, I successfully created a comprehensive sitemap, allowing for a streamlined iteration process of flow options. Additionally, with collaboration from both the insurance specialists and engineering team, we were able to finalize the sitemap and proceed with the creation of low-fidelity wireframes.
Problems & Solutions Statement
03
Probelm Statements
Mercury Insurance customer portal is causing frustration and inefficiency for customers, leading to an increase in customer support calls
Customers struggle to navigate its limited features and functionality
Customers have difficulty managing their policies due to inability to view or edit their personal information and preferences
The portal is not optimized for mobile devices, which is becoming increasingly important as more customers manage their policies while on-the-go.
Solution Statements
Redesign the Mercury Insurance customer portal with a user-centered approach to improve customer experience
Address current pain points such as limited functionality, poor mobile optimization, confusing claims filing, and security concerns
Implement features such as personalized policy management, intuitive claims filing, and a mobile-responsive design
Conduct thorough user research, prototyping, and testing to ensure the new portal meets customer needs and business objectives
Improve customer satisfaction and retention while increasing operational efficiency for Mercury Insurance
Out Comes
In conclusion, our product redesign for the Mercury Insurance Customer Portal was a success. Our objective was to create a user-friendly desktop and native iOS/Android experience that received positive feedback from both customers and agents. Our design process was comprehensive, incorporating user research, user flow and wireframes, visual design, performance optimization, and user testing. By focusing on the needs and preferences of our users, we were able to deliver an intuitive and seamless experience that exceeded expectations.
