Mercury Insurance Customer Portal
Services
Product Design, Strategy, UX Research, Design System
Services
Product Design, Strategy, UX Research, Design System
Services
Product Design, Strategy, UX Research, Design System
Tools
Figma, Axure, Jira
Tools
Figma, Axure, Jira
Tools
Figma, Axure, Jira
Project Overview
Mercury Insurance’s Customer Portal redesign project focused on creating a system to enhance customer experience by improving ease of use, accessibility, and trust. The main goal was to design a user-friendly portal that simplifies tasks like billing, policy management, and claims, while aligning with business objectives to increase customer satisfaction and engagement.
My Role
UX Research
Flow Investigation
Flow Research
User Testing
Wireframe & Visual Design
Prototype
Business Needs
The portal had inefficiencies that resulted in customer dissatisfaction and confusion. Users faced challenges with bill payments, login processes, and claims tracking. The business required a seamless, easy-to-navigate digital solution to retain and engage customers.
User Research
Research methods included competitor analysis, heuristic evaluation, and customer interviews. Findings revealed frustrations with login difficulties, lack of claim status clarity, and poor accessibility. These insights guided the redesign process.
Flow Investigations & Research
The investigation revealed that users struggled with completing key tasks due to complex navigation. Mapping out workflows highlighted redundancies and areas for streamlining.
User Testing
Multiple rounds of usability testing were conducted with real users. Feedback showed improvements in navigation, clarity of claims tracking, and ease of billing. Iterations were made based on this feedback.
Design Process
The design process followed an iterative approach: Discovery → Define → Ideation → Wireframe & Prototype → Final Design → QA.
Each phase involved collaboration with stakeholders and integration of user feedback.
Project Overview
Mercury Insurance’s Customer Portal redesign project focused on creating a system to enhance customer experience by improving ease of use, accessibility, and trust. The main goal was to design a user-friendly portal that simplifies tasks like billing, policy management, and claims, while aligning with business objectives to increase customer satisfaction and engagement.
My Role
UX Research
Flow Investigation
Flow Research
User Testing
Wireframe & Visual Design
Prototype
Business Needs
The portal had inefficiencies that resulted in customer dissatisfaction and confusion. Users faced challenges with bill payments, login processes, and claims tracking. The business required a seamless, easy-to-navigate digital solution to retain and engage customers.
User Research
Research methods included competitor analysis, heuristic evaluation, and customer interviews. Findings revealed frustrations with login difficulties, lack of claim status clarity, and poor accessibility. These insights guided the redesign process.
Flow Investigations & Research
The investigation revealed that users struggled with completing key tasks due to complex navigation. Mapping out workflows highlighted redundancies and areas for streamlining.
User Testing
Multiple rounds of usability testing were conducted with real users. Feedback showed improvements in navigation, clarity of claims tracking, and ease of billing. Iterations were made based on this feedback.
Design Process
The design process followed an iterative approach: Discovery → Define → Ideation → Wireframe & Prototype → Final Design → QA.
Each phase involved collaboration with stakeholders and integration of user feedback.
Project Overview
Mercury Insurance’s Customer Portal redesign project focused on creating a system to enhance customer experience by improving ease of use, accessibility, and trust. The main goal was to design a user-friendly portal that simplifies tasks like billing, policy management, and claims, while aligning with business objectives to increase customer satisfaction and engagement.
My Role
UX Research
Flow Investigation
Flow Research
User Testing
Wireframe & Visual Design
Prototype
Business Needs
The portal had inefficiencies that resulted in customer dissatisfaction and confusion. Users faced challenges with bill payments, login processes, and claims tracking. The business required a seamless, easy-to-navigate digital solution to retain and engage customers.
User Research
Research methods included competitor analysis, heuristic evaluation, and customer interviews. Findings revealed frustrations with login difficulties, lack of claim status clarity, and poor accessibility. These insights guided the redesign process.
Flow Investigations & Research
The investigation revealed that users struggled with completing key tasks due to complex navigation. Mapping out workflows highlighted redundancies and areas for streamlining.
User Testing
Multiple rounds of usability testing were conducted with real users. Feedback showed improvements in navigation, clarity of claims tracking, and ease of billing. Iterations were made based on this feedback.
Design Process
The design process followed an iterative approach: Discovery → Define → Ideation → Wireframe & Prototype → Final Design → QA.
Each phase involved collaboration with stakeholders and integration of user feedback.
Problems & Solutions
Problem Statements:
Users found it difficult to locate billing and claims information.
The login process lacked clarity.
Navigation was unintuitive.
Solution Statements:
Simplified billing and claim tracking interfaces.
Redesigned login process with clear instructions.
Streamlined navigation with a modern, intuitive design.
Methodology
An agile, user-centered design methodology was applied. Regular sprints, reviews, and feedback loops ensured continuous improvement. Tools included wireframing, prototyping, and usability testing.
Expected Outcomes
Increased customer satisfaction.
Improved login success rates.
Higher engagement with billing and claim services.
Reduced customer service calls.
Wireframe & Visual Design
Wireframes were created to validate layouts and flows, then transformed into high-fidelity visual designs. The final design focused on simplicity, accessibility, and alignment with Mercury’s brand identity.
Analytics & Data Insights
To measure the effectiveness of the redesigned Customer Portal, analytics were tracked before and after launch. Key performance indicators (KPIs) showed significant improvements in usability and customer satisfaction.
**Login Success Rate:** Increased from 72% to 94% after redesign
**Billing Completion Rate:** Improved from 65% to 89%
**Claim Status Check Usage:** Increased by 40% as users found it easier to track claims
**Customer Support Calls:** Reduced by 32% due to improved self-service options
**Overall Customer Satisfaction Score (CSAT):** Rose from 3.2 to 4.6 out of 5
**Mobile Engagement:** Increased by 45%, reflecting a mobile-first design approach
Problems & Solutions
Problem Statements:
Users found it difficult to locate billing and claims information.
The login process lacked clarity.
Navigation was unintuitive.
Solution Statements:
Simplified billing and claim tracking interfaces.
Redesigned login process with clear instructions.
Streamlined navigation with a modern, intuitive design.
Methodology
An agile, user-centered design methodology was applied. Regular sprints, reviews, and feedback loops ensured continuous improvement. Tools included wireframing, prototyping, and usability testing.
Expected Outcomes
Increased customer satisfaction.
Improved login success rates.
Higher engagement with billing and claim services.
Reduced customer service calls.
Wireframe & Visual Design
Wireframes were created to validate layouts and flows, then transformed into high-fidelity visual designs. The final design focused on simplicity, accessibility, and alignment with Mercury’s brand identity.
Analytics & Data Insights
To measure the effectiveness of the redesigned Customer Portal, analytics were tracked before and after launch. Key performance indicators (KPIs) showed significant improvements in usability and customer satisfaction.
**Login Success Rate:** Increased from 72% to 94% after redesign
**Billing Completion Rate:** Improved from 65% to 89%
**Claim Status Check Usage:** Increased by 40% as users found it easier to track claims
**Customer Support Calls:** Reduced by 32% due to improved self-service options
**Overall Customer Satisfaction Score (CSAT):** Rose from 3.2 to 4.6 out of 5
**Mobile Engagement:** Increased by 45%, reflecting a mobile-first design approach
Problems & Solutions
Problem Statements:
Users found it difficult to locate billing and claims information.
The login process lacked clarity.
Navigation was unintuitive.
Solution Statements:
Simplified billing and claim tracking interfaces.
Redesigned login process with clear instructions.
Streamlined navigation with a modern, intuitive design.
Methodology
An agile, user-centered design methodology was applied. Regular sprints, reviews, and feedback loops ensured continuous improvement. Tools included wireframing, prototyping, and usability testing.
Expected Outcomes
Increased customer satisfaction.
Improved login success rates.
Higher engagement with billing and claim services.
Reduced customer service calls.
Wireframe & Visual Design
Wireframes were created to validate layouts and flows, then transformed into high-fidelity visual designs. The final design focused on simplicity, accessibility, and alignment with Mercury’s brand identity.
Analytics & Data Insights
To measure the effectiveness of the redesigned Customer Portal, analytics were tracked before and after launch. Key performance indicators (KPIs) showed significant improvements in usability and customer satisfaction.
**Login Success Rate:** Increased from 72% to 94% after redesign
**Billing Completion Rate:** Improved from 65% to 89%
**Claim Status Check Usage:** Increased by 40% as users found it easier to track claims
**Customer Support Calls:** Reduced by 32% due to improved self-service options
**Overall Customer Satisfaction Score (CSAT):** Rose from 3.2 to 4.6 out of 5
**Mobile Engagement:** Increased by 45%, reflecting a mobile-first design approach
Projects
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Reach out anytime
Let’s Stay Connected
Got questions or want to see more of my projects? Feel free to reach out—I'm open to walk you threw my working files and share my process.
Reach out anytime
Let’s Stay Connected
Got questions or want to see more of my projects? Feel free to reach out—I'm open to walk you threw my working files and share my process.
Reach out anytime
Let’s Stay Connected
Got questions or want to see more of my projects? Feel free to reach out—I'm open to walk you threw my working files and share my process.