Car Insurance - UX Research
Norwich University of the ArtsSelf-directed brief Car insurance UX often frustrates customers due to complex and lengthy quote processes, confusing forms, and industry jargon. Users face difficulties navigating the site, encountering errors upon submission, and lack clear guidance on their progress or how to correct mistakes. Simplifying processes, providing clearer instructions, and using plain language can greatly improve the user experience and customer satisfaction. My UX research project will clarify these issues and will look at some of the ways insurance sites can make forms easier to complete and avoid unnecessary friction during the quote process.
This was a self-directed project that i have an interest in from working in car insurance currently, allowing me to deal with clients first hand when getting the quote process. From my job, working 22 hours as an insurance and underwriting clerk, i gained a large understanding of user views, pain points and pleasures in the quote process.
Insights
Problem Space
Excessive copy overwhelms users
Lacks personalisation
Time consuming
Security concerns
Solution
To address the identified issues, the solution involves design solutions that will help the car insurance industry enhance their user experiences on their websites. Focusing on personalising insurance, adding step-by-step mapping, improving microcopy, completion time estimates, the feedback design principle also tools and calculators to help users.
