Novel Bank
Novel Bank collaborated with Hub Insurance to provide customers with insurance coverage for electronic purchases. This partnership aimed to enhance customer confidence by offering financial protection for expensive electronics, ensuring peace of mind with every purchase.
Duration
8 Months
November 2023 - June 2024
Tools
Figma,
Outlook,
Execl,
Word,
User Zoom,
Teams,
Webex
My Role
Lead Designer,
User Research,
Visual Designer,
Wireframing
Prototyping
What
Design an integrated and seamless insurance claim experience within the Novel Bank application, allowing users to file claims effortlessly while maintaining the look and feel of the Novel Bank ecosystem. The process should be intuitive, user-friendly, and comprehensive, ensuring customers have all necessary options and information.
How
We will integrate third-party insurance services seamlessly within the Novel Bank application by designing an intuitive and comprehensive claims process that aligns with the bank's brand experience. This will be accomplished through clear navigation, User-friendly workflows, and well-structured information, ensuring customers can file claims effortlessly without disuption.
Why
A seamless and intuitive insurance claim process within the Novel Bank application fosters user trust and confidence by delivering a consistent brand experience. By reducing friction and eliminating confusion when engaging with third-party services, we enhance customer satisfaction, strengthen loyalty, and create a more efficient claims experience.
Problem Statement
Users filing insurance claims through the Novel Bank application often experience confusion and friction when interacting with third-party insurance services, leading to a fragmented and inconsistent experience. They need a seamless, intuitive, and branded claims process that ensures clarity, trust, and ease of use while providing all necessary options and information in one place.
Understanding the User
Users filing insurance claims through the Novel Bank application expect a smooth, trustworthy, and straightforward process without feeling disconnected from the bank's ecosystem. They may be stressed or unfamiliar with the claims process, requiring clear guidance, intuitive navigation, and seamless integration with third-party services to ensure a hassle-free experience.
Sitemap
Digital Wireframes
We created digital wireframes in Figma, using Novel Bank's current mobile application as a blueprint to establish a clear, user-centered foundation for the app's design and functionality. This process allows us to map out user flows, identify potential challenges, and refine the layout, particularly within the quoting process flows, ensuring a seamless and intuitive user experience.
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Low-Fi Prototype
Developing a low-fidelity prototype for a bank app helps validate design concepts by creating an interactive, simplified version of the app. This allows us to test key user flows, gather feedback, and iterate on usability challenges. It also enables designers, developers, and stakeholders to align on navigation and functionality early in the process, ensuring a seamless and user-friendly experience.
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What we learned
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When going over the low-fi prototype with the underwriters. We got a better understanding of the reasoning for the particular questions for the claims. We had to re-work our questions to gain a better understanding of the claim. ​
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Adjusted the layout for the questions. To give the user a smoother experience. This was learned during our user zoom testing of the low-fi prototypes.
What was added to the high-fidelity prototype
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We added a screen where the user can review all of the questions that they answered. Giving them a chance to make sure they answered all of the questions correctly.​
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Added the color and artwork from the Novel Bank Design System.
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Added the sworn statement at the end of the claim. Then have it before the set of questions. It gives the user more control over knowing exactly what they are agreeing to.
High-Fidelity Prototype
Developing a high-fidelity prototype brings to life by incorporating detailed visuals, interactions, and brand components from Novel Bank's design system. This interactive prototype closely mirrors the final product, ensuring a seamless and interactive experience for users when filing an insurance claim. It includes functionality and aesthetics before development.
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Conclusion
The project was then handed off to the development team, who were given three months to implement the updates and launch the application. Through thorough research, effective design, and strong team collaboration, we successfully brought the application to launch. Post-launch, we continue to conduct user testing to ensure a seamless and optimized user experience.