LMG Thailand Neo Endorsements
Streamlining the auto insurance endorsements process for LMG Thailand
The Problem
The second application I worked on as part of the Neo portal development for LMG Thailand was an endorsements application. Two legacy applications involving data heavy screens and manual calculations using spreadsheets needed to be replaced as part of the digital transformation for the region.
In January 2020, I began work on this application with a Discovery and Framing trip to Bangkok.
Video summary I filmed and edited of our D&F trip
Discovery and Framing
To start off this phase of the Neo platform project I traveled to Bangkok to carry out a discovery and framing workshop with the stakeholders and endorsements team. As part of this workshop I carried out user interviews, observations, and various mapping exercises. The goal for this trip was to gain an understanding of the user requirements for the app we were going to build, as well as understanding the short-comings of the current system.
As a practitioner of design thinking and an admirer of design sprints, I wanted to bring some of these elements into the discovery and framing workshop. In particular, prototyping and testing.
Stakeholder Mapping and Jobs To Be Done Problem Statements
Sketch Review of Paper Prototype
Early User Testing
To test the assumptions I had gathered over the week, I had aimed to get some users to test paper prototypes. After sketching and reviewing the screens with the stakeholders I decided to cut the testing down to one round, and create a low-fi mock-up using Sketch and Invision. One of the main reasons for this change was that it was quicker to create these screens in Sketch by reusing wireframes from the Renewals project and modifying them to suit the project. In addition to this, the wireframes created during this prototyping stage would be able to be iterated on and used in the final prototype.
In addition to testing assumptions, I wanted to test a prototype to show the users that we had been listening to their concerns to encourage them to continue voicing them and get their feedback on the prototype before a formal usability testing session later on in the process.
Research Analysis
Since the discovery and framing workshop in January, I have worked to organise and analyse the large amount of data and insights I had gathered. While in Bangkok, I organised all notes and images in Notion. After returning to Dublin, I began filtering through these notes into insights which I then grouped into affinity diagrams in Miro to share with my Product Owner.
In addition to this, I began digitising diagrams which I had drawn on walls in Bangkok so we would have these diagrams available digitally with the rest of our research. In the coming weeks I will begin wireframing the rest of the flows while iterating on the feedback provided during the user testing.
