\ VICTORIA XU VXU about me
My Insurance Portal
My Insurance Portal is a new portal currently in the works to allow customers to manage their insurance policies.
01. The goal
My aim for My Insurance Portal is to use my creative problem solving skills to simplify and personalise the customer experience so that they can easily manage their policies on a dashboard.
02. Who was it for?
Any Woolworths customers who have purchased insurance policies, which range from life to travel!
03. The problem
1. My Insurance Portal would have a high engagement rate for first- time customers but then experience a high drop off rate within the first month

2. Customers find the original online portal to be hard to navigate and not user friendly

3. Design elements were not consistent with Woolworths core supermarket business

4. The original portal did not have a minimalist design because of repetitive information and buttons

04. The solution

Ideation

I received notes from the ideation workshops held to recognise the pain points of the customer experience on the original portal. After doing a heuristic evaluation of the original design, I also discovered there was limited functionality across the website to manage a customer’s insurance policy.

Redesigning the UI
I created low fidelity wireframes for desktop and mobile through Balsamiq, to incorporate all the ideas from the workshop, my team and my ideas.

High fidelity wireframes first iterations
I created some high fidelity drafts that remained consistent with Woolworth’s pre-existing brand colours, typography and icons.

Disclaimer: What I am showcasing currently is not the final product, just my first iteration of wireframes.

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first version of the homepage
2 / 5
second version of the homepage
3 / 5
making a premium payment
4 / 5
linking my rewards card
5 / 5
my policy details

Incorporating user feedback
Shh...to be continued...
05. Reflections and takeaways
This is the first time I’ve ever been part of a project that would be used by an average consumer and it is very exciting. I have learnt so much on the way (and still am!) about the importance of heuristics when analysing designs and incorporating user feedback to make a more personalised experience for customers. What I am showcasing so far has been the very first iterations of the project but stay tuned to see what the final product will look like!
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