Implementing a UX culture in a (so far) designless product

VR Gerenciadora is an logistic company, that act between deliveries and ensurance companies, where I redesigned their main product, utilizing UX principles to improve the user experience through user research and user-centered designs.

Problem

The challenge here is to improve the user experience of our platform to streamline the insurance claim process and increase customer satisfaction.

Research

To understand our users' needs better, we conducted user research through surveys and interviews with our existing customers. We found out that our customers were experiencing difficulties with the insurance claim process, which was causing delays and frustrations.

Design

To improve the user experience of our platform, we redesigned our website with a focus on user-friendliness and clarity. We made it easy for our users to access information about our insurance policy and the claim process. We also created a simple and intuitive form that our users could use to submit a claim.

We added a tracking feature to our platform to help logistics managers track the progress of their claims in real-time. This feature allowed them to identify potential issues and address them promptly, reducing delays and frustrations. For customers, we added a chatbot feature that allowed them to ask questions and receive immediate assistance from our support team.

Testing

We conducted usability testing with our users to identify any pain points and areas of improvement. Based on their feedback, we made further improvements to our platform, such as simplifying the claims form and improving the chatbot's response time.

Conclusion

Through our user-centered design approach, we were able to improve the user experience of our platform and streamline the insurance claim process. This led to increased efficiency, reduced errors, and improved customer satisfaction. We continue to gather user feedback and make data-driven improvements to our platform to provide the best user experience for our customers.