Redesign Self-service Portal
Complete redesign for the logged-in environment where customers can change data, save funeral wishes, add family members and increase their insurance.
The Problem
The current application does not have the correct new corporate identity. The user experience is also not optimal, which means that too many customers still call customer service.
Approach
Design System
To ensure synergy between all online applications in the future, I first started by creating a Design System. Together with the development team we decided to build the new portal in Angular. So I used Material Design for the Design System. I have also developed a new font and color system that we can use in all future applications.
Gathering information
To identify the wishes of all stakeholders i have set up some Stakeholder Interviews. This is how I discovered the problems they experience with the current application and what wishes they have for the new application.
I also did 2 days of user testing with 12 different users to identify the most important problems with the current application. I organized all the collected information into an Affinity Diagram and a Customer Journey Map.
Result
Based on the input from users, I was able to optimize all flows in the portal.
Users can now easily:
- Changing data
- Save and share funeral wishes
- Gaining inspiration concerns organizing a funeral
- Add family members
- Increase funeral insurance
- View policy details
To ensure quality, I delivered various prototypes during the design process, which I tested with users.
While designing the new application I used the 8pt grid to create a consistent visual hierarchy on all pages.
Contact
Fancy more requests, leads and conversions thanks to brilliant customer experiences? Please contact me! Would you rather read what others say about working with me first? Then check out the reviews.
+31 6 21 86 52 77
