MBNA
I was involved in a project for Lloyds Banking Group working within the Home Insurance team to improve the user experience of the renewal and cancellation journey. This project involved using the latest design constellations/components and systems, along with keeping consistent with design guidelines, copywriting and clear expectations whilst working on the same journeys for three brands that are a part of LBG: Halifax, Bank of Scotland and MBNA.
Renewal Live Link: https://home-insurance.mbna.co.uk/#/?req=RN
Cancellation Live Link: https://home-insurance.mbna.co.uk/#/?req=CN
Conclusion:
- The UX improvements successfully addressed user concerns and made the renewal and cancellation journeys more transparent and user-friendly.
- Clear instructions at the start of the journey reduced user confusion and minimised unexpected continuation issues.
- Expectations at the start as well as during the renewal and cancellation journeys were set out clearly and easy for users to understand the process.
- Specific end screens were presented to the users based on if they were a HAP or HBP User. For users with home emergency cover, the end screen included an email and phone number for home emergency cancellation along with phone line opening times, if the user wanted to cancel their home emergency cover.
Recommendations:
- Continue to gather user feedback and make iterative improvements to further enhance the journey.
- Ensure consistent communication of payment and contact information both at the beginning and end of the journey, which will provide a sense of security and reducing user hesitancy regarding potential scams.
Introduction:
This UX case study focuses on enhancing the user experience for home insurance policyholders during the renewal and cancellation process. The project aims to address users' concerns about unexpected journey continuation, scam suspicions, and lack of clarity in the payment options.
Background:
- Users expressed frustration with the clarity and hesitancy of proceeding further with the renewal and cancellation journey, particularly with not being able to make the payment online.
- The primary challenge was to improve the clarity and user-friendliness of the renewal and cancellation journey with providing assurance and ensuring user satisfaction.
Research and Discovery:
- Involved in user testing sessions to understand pain points and gather insights from policyholders.
- Developed user personas based on research findings to represent different user needs and expectations.
Ideation and Design:
- Brainstormed ideas to enhance the journey and address user concerns.
- Designed wireframes and mockups to visualise the improved renewal and cancellation journey.
- Created success, error, and failure screens to provide clear feedback to users during the process.
Implementation:
- The renewal and cancellation journey were implemented on Sketch and then Figma later on in the project. Miro and InVision was also used for collaboration and prototype feedback.
- User interface elements were designed to be intuitive, user-friendly and comply with the client's specific design systems and components.
Testing and Iteration:
- Involved in the usability testing sessions with real users to gather feedback which was held by the user researchers.
- Iteratively refined the design based on user/stakeholder feedback and recommendations.
Results and Impact:
- Users reported finding the journey more concise and straightforward, which significantly improved the user journey experience.
- The introduction of success, error, and failure screens improved user feedback and provided a sense of control during the process.
- Monthly customers appreciated the clear breakdown of their owed amounts.
Please find the high fidelity designs below by clicking one of the following images:
