MLC Life Insurance for Qantas Super & Vision Super
Creating a white label solution for our partners
- Role
- Product designer
- Team
- UX squad · engineering · partner brand teams
- Scope
- Journey mapping · 3 rounds of testing · A/B testing · responsive design · brand customization
- Timeline
- 2021
- Status
- Shipped · award-winning
Problem
Making a life insurance claim is one of the hardest moments in a person's life, and the Australian insurance industry was shifting fast. Partners needed a purely digital claim journey that felt like their own brand.
Solution
A double-diamond process with B2B and B2C journey maps, three rounds of virtual user testing, A/B comparisons, and a design system flexible enough to take on Qantas and Vision Super brand guidelines.
Result
An award-winning online claim journey, delivered responsively across devices and slotted into each partner's existing systems.
An award-winning online claim journey was created in response to a rapidly changing insurance industry in Australia. The creation of a purely digital experience empowered customers to make a claim using their life insurance during the most challenging time in their life.
- Virtual user testing sessions
- Customer research
- Journey maps
- Wireframing
- Pixel-perfect designs for developers
- Prototyping
- Responsive design for desktop, mobile & tablet
- Agile design and prioritization for MVP delivery
- A/B testing
My process
I followed the process below for each project, allowing me to be guided by the natural ebbs and flows of the double diamond.
Journey mapping
This project involved B2B and B2C delivery, so understanding how the different customers were interacting was at the center of this project. Numerous user flows and journey maps were created prior to ideating and designing, in order to ensure all customers had a tailored experience.
Virtual user testing
This project was research-heavy. I conducted three rounds of virtual testing, collating feedback and responses each round, iterating, and retesting.
A/B testing
Comparing two designs to seek out common trends, preferences and information architecture understanding.
Prototyping
With each round of testing, we changed the prototype to test different elements of the product. This meant quick prototyping to keep up with the agile environment.
Responsive design
Catering to customers across all devices, I created breakpoints for each type of device. These were tested with our engineers and brought back to me for feedback, ensuring all devices would have seamless experiences.
Design systems & customization
Using our own design system together with Qantas and Vision Super's brand guidelines, I delivered customized platforms that easily slotted into their existing systems.
