Currently, I work as a UI/UX Specialist at Auto & General, an insurance provide company where I mainly work on Budget Direct and creating framework for their white label products and partners.
Product I work on includes but not limited to Budget Direct, Qantas Insurance, Virgin Money Insurance, ING Insurance, and Oceania insurance.
My role ranges from conducting user research, providing user-centered solution and managing the design system. I work with closely with product owners, business analyst and optimisation managers to provide the best experience for our customers and customer service consultants.
UI/UX mentor at SheCodes at Auto & General.
Impact
During my time at Auto & General, I have been involved with these transformation
Leading the design system migration from Adobe XD to Figma that impacts up to 10 projects weekly.
Establish a new way of working to have designers in a cross-functional team collaboration.
Initiating a change in the design culture through a documentation process that eases communication in a long-term project.
Being an in-house designer means I get the perks of user feedback and tests that I didn’t have in my previous roles. This allows me to fully embodies the design thinking framework in my process.
Emphatise
With over 55,000 daily users, this step is crucial in understanding the customers and their pain points. To gauge a better understanding I gain knowledge from:
Reviewing live chat transcript using LivePerson
Listening in to call centre conversations
Reviewing comments and complaints left by customers.
Define
Pictured: Card sorting from a user testing activity
With so many information coming in, I have to gather them to fully understand the user’s pain point. Some of the process that I used to do it are:
Card sorting
Synthesis
Analysis
Based on these activities, the pain points will be presented as an opportunity ticket that are already validated.
These opportunities then go into different direction as how the design thinking framework goes.
a) Emphatise
Look into other avenues (customer service calls, analytics, and heatmaps) to validate the pain point further.
b) Ideate
If the problem is well defined and urgent, a product owner or business analyst will help us ideate ways to improve it.
c) Test
Another avenue that an opportunity ticket can go to is going under user testing or A/B testing to verify the hypothesis from the define stage.
Ideate
Pictured: User flows for the Home Sales journey
As mentioned before, the ideation step is a collaborative process with other stakeholders. This allows me to preceive information from the subject matter experts.
The ideate process usually involves:
Lo-fi prototypes or sketches
Creating of user flows and journeys
Exploring the requirements of the projects
Gathering the scope and limitation requirements from stakeholders
Prototype
The prototype stage involves prototyping on Figma according to the requirements gathered. With an established design system and guidelines, it is a challenge to create designs that addresses the problem and uses the existing components. It requires creative problem solving and iterations.
Test
The testing process can be establish at any point of the process. Some of the testings that I have contributed on are:
Usability testing
A/B Testing
Reflection
Managing design system
Managing a legacy and existing design system across 7+ products. I learned on how to manage consistency and reuse existing components to take into considerations development time. Furthermore, I was part of the working group that manages the creation of new components and its development.
Data-driven design
Able to work with data gathered such as drop out rate, exist rate and other analytics to help me make design decisions. I learnt a lot about the users’ behaviour through heat-mapping and A/B testing. I gained knowledge on how to utilise data in designing for our users.
Working with call centre consultants
A very valuable experience for me is being able to work with the consultants in the call centre. I learned a lot about how they handle frustrated customers, digital pain points that drives customers to call and how I can support the consultants when helping the customers.