Advisor/Agent Tools Usability Study (UX)
Client: Regional life and health insurance firm
Objective: Our client wanted to understand pain points and issues of their advisors / agents digital tools and prioritize UX improvements and identify new areas that should be included in apps and tools.
- We conducted user workgroups, one on one in-depth interviews, and a quantitative online interview (using SUS usability scoring) with app users to understand and prioritize improvement areas.
- Senior executives of the client were involved in the workgroups and final findings released in a workshop presentation including clients’ tech and business leads. As a result, client has been able to formalize the roadmap for future development of agent assisting apps that will support the sales process.