Westfield customer portal

The goal for the customer portal was to provide a new digital experience for Westfield customers by delivering a refreshed company website and customer portal that aligns with the new brand, while also allowing Westfield to maximize value in capitalizing on its small commercial business strategy. 

my role

User research, UX design, prototyping, built and maintained design system

results

Creation of self-service digital touchpoints between Westfield Insurance and their customers,  reduction of calls to the customer care center

Product team

  • Project Manager

  • Product Owner

  • Front End Devs

  • Middleware Devs

  • Business System Analysts

  • User Experience Lead (my role)

  • Testers (automated and manual)

  • Business units (Billing, Claims, Personal lines, Customer Service)

Tools

  • Outsystems 11

  • Sketch

  • InVision

  • Slack

  • Dry erase markers (lots of sketching)

  • Westfield Design System

UX process timeline

When the design team began defining our process for the project we were supported by the business and project team leadership, this allowed us (designers) so self manage the process. This level of support allowed the design team to design/test/iterate and ultimately create a better product because we were able to utilize the fullest extent of our abilities and resources. Our biggest challenge was understanding how our design process and the agile development process would work together and support one another.

User testing

  • We built rapid prototypes to test design concepts and features with users to help the product and design teams determine what features would become our product backlog. 

  • Depending on the scope of that sprints of work we were able to scale our user testing to accommodate the team's need from a resource and timing perspective. 

  • If we required a quick turn around we would test with Westfield employees not associated with the project. We tried to reduce bias as much as possible in order to gather the best feedback​.

  • When testing bigger use cases and workflows we would test with a broader audience of non-Westfield employees. Usually, we would work out of a coffee shop for the day offering to buy participants coffee for a portion of their time. 

sketching / work-session Artifacts

early concept prototypes

© 2020 by Christopher Uhler  I  Made with 💙 in Ohio.