PINNACOL ASSURANCE

POLICYHOLDER JOURNEY TEAM

ROLE

Lead User Experience Designer and Researcher for the policyholder's first report of injury experience. Tasked with creating user flows, empathy maps, and prioritizing user requirements for the entire life cycle of the product.

GOAL

To design and develop a mobile-first approach of an outdated legacy system, addressing user pain points and confusion with a clean and intuitive UI.

RESULT

A well tested and intuitive flow that allows the user to successfully complete the job to be done without frustration.

PROBLEM

  • Users have a high cognitive load because of the way questions are asked, they feel as if they are expected to know the future or make medical determinations about their workers.

  • Each user has a very manual process to collect information before they even start filling out the form online.

  • UI patterns are inconsistent, leaving users feeling like they are answering questions wrong.

  • Fear if they answer something wrong there is no way to change it.

RESEARCH

AFFINITY MAP​

CUSTOMER JOURNEY

USER PERSONA

EMPATHY MAP

FEATURE PRIORITIZATION

SUS SCORE BENCHMARKING