type
internship
field
B2C insurance
tasks
quantitative UX Research
qualitative UX Research
tool introduction
benchmarking
reportings and analyses
date
2022
Allianz AG is a german insurance company with a long tradition. They are increasingly focusing on online sales of B2C insurance products. In this setting, I had the chance to support the relaunch of multiple configurators with focus on mobile device optimization.
core question
"How to improve the Allianz online sales channels so users have a higher sucess rate in concluding insurance contracts online?"
action
identifying trends and UX problems
Understanding the current situation is essential when trying to improve. To do so, I utilized a variety of tools and methods:
Monitor Tableau data of sales and events to identify friction points
Conduct expert evaluations with different user groups and devices in mind
Report existing bugs and manage their fixing
Monitor competitor approaches
Report insights and visualized data
Core insight:
users are less likely to finish the process on mobile devices (due to various factors)
implication #1: new tools
valueable reserach is not just about what the user does, but about how and why he does so.
through the use of advanced tools, such as Contentsquare, reserachers gain deeper insights and can draw more precise conclusions. My role in this effort was, to:
support the launch in organizing team events and course programs
act as a test user and multiplicator early on
implication #2: introduce a revised verision of mobile products
The ongolng redesign of mobile products was re-prioritized and greatly benefited from the deeper understanding of UX painpoints.
My role in this effort:
continue research on pain points
point out possible solutions based on field reserach
specify components selected for development and testing for the developers
document and evaluate user interviews and focus groups
evaluate and report insights gained through A/B testing
results
deepend understanding of UX problems and aided in their solving
enhanced toolstack for more detailed insights
analyzed quantitative and qualitative user data
visualized and contextualized insights as a solid base for decisionmaking
improved conversion rate significantly through aiding in relaunch of mobile products