Indiana Farm Bureau Insurance
Online Account Management system
UX Design Consultant
1 year
CLIENT BACKGROUND
Indiana Farm Bureau Insurance (IFBI) is an insurance company based out of Indianapolis. They offer insurance for home, auto, life, and more. IFBI partnered with DMI to create a new online account management experience for their policyholders.
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OPPORTUNITY
IFBI wanted to modernize their Online Account Management system for their customers. The current online experience for policy holders is outdated and not very user friendly. They wanted to transform their entire system into a more modern, easy to use website with a focus on onboarding for their first time policy holders.
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SCOPE
Dashboard, Policy Overview, Policy Walk-through, Online Bill, Bill Walk-through, Navigation, My Team page, Payment Setup, Discount Activation, Communication Preferences.
Discovery
COMPETITIVE ANALYSIS
Started off by gathering information about direct competitors. When looking at their sites, we focused on their onboarding for new customers as well as their overall online experience. We were looking for common themes for a user’s dashboard, policy, and accessing information online. ​
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BENCHMARKING
After looking at direct competitors, we did benchmarking outside the industry. Again, we were looking for patterns related to dashboards and onboarding.
Design Iterations
All screens went through many rounds of design iterations. However, I have called out a couple specifically to showcase.​
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DASHBOARD
​IFBI has the opportunity to give their customers a top of the line experience. The dashboard is the first place that a user comes to after logging into their account. Because it's the first screen of the experience for users, it was crucial that we got it right.
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Major objectives for the dashboard:
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Give all policyholders an easy to use experience where they can find all of their information for their policies.
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Provide a good onboarding experience for first time users so that they understand what they need to do to complete their account set up and know where to find all their information.
POLICY WALKTHROUGH
Since one of the major focuses of IFBI’s redesign of their online account management system was onboarding, the policy walkthrough was a very important part of this project
Major objectives for the policy walkthrough:
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Show first time policyholders how they can access all of their policy information.
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Help users understand how to manage their policy online.
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Give general knowledge to what their policy contains
Dashboard Iterations
Policy Walkthrough Iterations
Research
User testing was done with our design sprints. Each round we tested with 8-10 users who have policies with Indiana Farm Bureau Insurance.
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DASHBOARD QUESTIONS
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Does the empty state help new users identify what they need to do to complete their profile?
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What elements/information is needed on the dashboard for it to be successful for users?
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What information is important to have on the policy cards?
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Do users understand the navigation structure?
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POLICY WALK-THROUGH QUESTIONS
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Does this information make sense?
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Is this the type of information that first time policyholders need?
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Is there any information that is missing that would be useful?
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​After the final rounds of user testing, we took the feedback to make final edits to the screens based on what we heard from users.
Delivery
We created a new experience that gives users a better onboarding experience through empty states, a new member checklist, and walkthroughs of their policies and bills. Besides onboarding, the site is now user friendly for all policyholders. It allows people to understand where to find information and actions they need for their policies.
We delivered designs for all screens, user flows for complicated sections, and a new component library.
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