A European insurance company rooted in Hong Kong since early 80s, is looking to centralise their services into one platform. From submitting claims to connecting user to their sub-services, this cross-platforms application aims to become a future-proof solution that caters for a wide range of insurance services & products.

Client

Protected

Period

2022-23

Platform

iOS, Android and web

Responsibility

Product consultation, UX & UI lead

Challenge

Designs without context

Mockups presented by our client

Our client approached us with a series of mockups and wanted us to use them as a “blueprint” for implementation. Upon first inspection, we realised the mockups are merely a visualisation of the stakeholder’s needs. It does not depict user needs. It does not indicate the user flows. It has no context. The design they presented to us is far from ready for implementation. Our goal here is to help actualising our client’s vision by stitching through the gaps between ideas and reality.

<aside> 💡 Designing without context is risky. It often leads to a generic solution that doesn’t solve any problem.

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Approach

Design audit & Focus group interview

Online workshop

To understanding the existing mockups, we conducted rounds of design audit internally. Once we have a better understanding of the complexity we are dealing with, we went into collecting questions, concerns and insights from both technical and business’s perspectives. Finally, we hosted rounds of interviews as well as workshop with our client to validate our assumptions, refine the requirements and align our expectations.

Solution

Putting context back to the design

Imagined flow VS flow in reality

Context brings us back to reality

To put context back is to elicit the details, to unfold the real situation and to discover what’s underneath. It is the only way to frame the right problem and to create a design that works.

Use user-flow to show how a feature works