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PD Insurance Agency

Graphic UX/UI Design | 2017 - 2021

In my roles as a Customer Representative, Insurance Agent and Graphic Designer at PD Insurance Agency, I gained a deep understanding of the challenges clients face with insurance-related technologies. Observing these issues firsthand informed my approach to redesigning the agency's digital platform, aiming to bridge the gap between complex insurance processes and client needs.

Overview

Clients’ Reason to Visit

  • Language Barriers

    Few struggled to understand complex insurance terms and communicate effectively due to limited proficiency in the local language, leading to misunderstandings and difficulty in making informed decisions

  • Lack of Familiarity with Insurance Systems

    Most were unfamiliar with the local insurance system and its processes, making it challenging to navigate policies, understand coverage options, and know their rights and responsibilities

  • Cultural Differences

    Different cultural norms and expectations regarding customer service, trust to make payments and insurance practices can lead to miscommunications and discomfort in interactions with insurance agent

  • Documentation and Legal Requirements

    Many faced challenges in providing the necessary documentation and understanding legal requirements for obtaining insurance, which delayed the process and result in coverage gaps

First, Direct Client Feedback - Regular interactions with clients as a customer representative provided real-life insights into their challenges and needs. This feedback directly informed the design improvements, targeting areas like simplifying claim filings and enhancing policy understanding.

Second, recognizing the importance of accessibility, I focused on Responsive Design. With clients increasingly using mobile devices, it was essential to ensure the website performed well across all devices, providing a seamless experience whether on a desktop, tablet, or smartphone.

Third, addressing Security and Compliance, I implemented advanced security measures to protect client data and ensure compliance with industry regulations, maintaining the trust and safety of client information.

Approach

Research

Design

Key Focus

User-Centered Design: Leveraging my experience in client support, I prioritized a design that addresses common pain points, such as difficulties in policy management and information accessibility.

Simplification of Processes: The redesign focused on streamlining processes, allowing clients to submit claims, request information, and manage their policies with ease.

Enhanced User Interaction: Introducing user-friendly elements and interactive tools to improve client engagement and satisfaction

Navigate Easily: intuitive interface with responsive design.

Request Quotes and Submit Forms Use easy-to-submit forms to request insurance quotes and information.

Chat with Agents Access a reliable chat system to ask questions and receive timely responses.

Access Accurate Information Find detailed information about the agency, its services, and insurance options.

Utilize Translation Support Access accurate translations in Burmese, Hindi, Nepali, Chinese, Korean, and Vietnamese.