Josh Bell

Challenge

The features and functionality of our existing My Hanover Policy (MHP) have created challenges in our efforts to pivot towards a robust self-service offerings for our customers that are similar to what our competitors offer. The intent of this initiative was to determine whether a redesign could be doing using this existing platform or if we need to create something net-new and determine the needed investment.

Process

Based on surveys of existing customers to understand their current pain points and features they expect to use for self-service tasks, I worked with product management for user requirements. For more data, I working with the UX analyst to gathering data of existing user behaviors, on current flows and drop offs withinIn MHP especially with a closer look at mobile versus desktop engagement.

Deliverables

Using the data we gathered, in Figma, I created the existing flows and the potential ideal state flows to support self-service tasks. With feedback from stakeholders, I created mockups in Figma. I used these mockups to create prototypes for testing with users in Usertesting.com.

Outcomes

The product management and engineering teams used the design work to develop a product roadmap and estimate time and resources. The designs and roadmap was shared with the senior leadership team which had a positive reception and lead to budget for FY25.