Mobile Quoter

by AP Intego

AP Intego is the leader in business insurance, providing traditional and specialty lines of insurance for the small business owner. Their insurance quoting app was experiencing a low completion rate with its users and I was tasked to understand why.

Unmoderated Usability

I used FullStory.com to observe users interacting with the quoting app. FullStory is a 3rd party usability solution that records the users' cursor and click actions while they use the web application.

Some Discoveries:

1. Stopping work-flow: Slider selection is not intuitive; users performed a click, not a slide gesture.

2. Slowing Workflow: Chat icon in the way.

3. Slowing Workflow: Extra input displays when officer's name is entered.

4. Slowing Workflow: Data entry is not intuitive. Instructions in field disappear after user enters a value.

5. Slowing Workflow: Number incrementer not mobile friendly for touch.

6. Slowing Workflow: Breadcrumbs are not interactive. User has no way to navigate back and forth through the workflow.

Final Low Fidelity Prototype

To help show a better solution to the development and business teams, an interactive protoype was created. I chose a low fidelity option to help explain and keep focus on the workflow.

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Mobile Quoter

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Data Visualization

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Digital Media Creation

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Aircraft Maintenance

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Online Insurance Quote

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Online Coupons

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Online Food Ordering

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Digital Asset Manager

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Aircraft Service Center

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Push Notifications

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Helicopter Flight Log

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Website

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Website

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Lead Generation

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Promotional Banners

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Illustrated Map

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Touch Screen Gas Pump

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Website

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T-Shirt Line

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Customer Satisfaction Survey