The project: This app is for a pet insurance company. The company’s insurance would be offered during pet adoption in animal shelters. Because of regulations for the insurance industry, we needed a way for a person to enroll in the insurance without having an insurance agent on-site. The solution was to keep a mobile tablet kiosk app on-site to enroll.
The goal: Increase the insurance enrollment rate when adopting a pet.
The challenge: We needed to design something to get a customer through the enrollment form as quickly as possible while getting the information we needed. We typically only have about five to ten minutes to make the product pitch to a person as they complete the pet adoption process.
My role: Lead UI Designer (wireframes, prototype/interaction) and UX Researcher (user testing sessions, storyboard and journey mapping)
The process: After interviewing the business stakeholders to understand the project and the user painpoints, I went on-site to several adoption centers and observed various people adopting their pet to see how the old insurance pitch and enrollment was occurring. I then made a customer journey based on my findings:
After stakeholder approval, we finalized the business requirements for the form fields. I set to work on creating a mockup that could be used for the app developers. I needed to account for the fact that this is a kiosk app, where the user’s information is never saved to the tablet:
Next, I conducted some user feedback sessions to determine its level of usability (and removed branding):
The result: This feedback enabled us to course-correct certain areas of the application. After some more iterations we had a finished product! This app allowed us to pitch our pet insurance product inside more animal shelters, which increased our customer number. Below are a few screenshots of the actual app:
