Life insurance
Journey redesign with the CtM Suricata design system
OVERVIEW
As part of CTM’s digital transformation their Suricata design system was tried, tested and formed. My first project through the door was to reimagine an 8 year old digital Insurance journey using the design system.
TEAM
Working closely with the Product Owner and Copywriter to deliver this piece of work on time and within budget, including handover and full build assistance (experience consistency).
USER PAIN POINT
As a returning CtM customer, why doesn't the experience prefill what it already knows about me? Old stack does not support this functionality.
BUSINESS NEED
Rolling CtM's rebrand out across their life insurance journey, including moving to a new tech stack before the old one is decomissioned.
Diversity & Inclusion
Question set update
OVERVIEW
For the first time in 18 years CtM were updating their question sets. Updates like allowing shorter and longer names, new titles, occupations, industries and including NI driving licences.
TEAM
Working closely with the Product Owner and Copywriter to deliver this piece of work across 9 of CtM's product offerings at speed and within a very tight deadline.
USER PAIN POINT
If my name's too short or too long, my title, job function or industry is not available, then I have to select something else. I worry this could adversely affect my premium, or invalidate my insurance.
BUSINESS NEED
Making CtM's Products more accessible and inclusive for their customers. I delivered light touch in journey notifications that highlighted these changes, so users could achieve a smooth transition from the old to the new question set.
Scenarios identified and 3 approaches outlined for users
A. Not directly impacted
B. Somewhat impacted
C. Directly impacted
