Chugging On 🚊

Recap

Picking up after Sprint 1, the team has just completed the first prototype iteration inspired by the findings of the spring semester. As we move into the second sprint, our team is looking to challenge the 0–1–2 insurance buying mental model to see if we can get users to consider shopping within a 0–2 flow. [Read our previous article for reference!]

Sprint 2 Goals

  1. Prototyping & Testing
  2. Survey Development
  3. Usability Testing

Prototyping & Testing

Iteration #1

From our first round of testing, we learned the importance of testing consistency

Setting up the user’s goals very clearly is essential to consistent and unbiased user testing. We found that each interviewee set up context (through script) for the testing session differently, resulting in inconsistent outcomes.

Through synthesis and ideation sessions, the team outlined new design objectives as we move into the next prototype.

Iteration #2

Once the team conducted sketching sessions, rounds of feedback, and edits, we finalized a version 2 flow for both the pre-purchase experience and post-purchase experience. The team spent extra time crafting a unified script that the entire team would follow during testing sessions in order to retain proper context setting.

As we move into Sprint 3, the team will be using these insights to lead into new design directions for Iteration 3.

Survey Development

With support from our clients we are developing a survey to deploy to a large scale audience in efforts to validate our research insights from the spring with quantitative evidence. In addition to validation, we hope to gain valuable qualitative insights over the course of our design sprints to better inform design directions of future iterations.

Through developing the survey, we received feedback from our peers, faculty and clients. We learned that…

  • It is essential for proper survey development to remember that internal terminology and classifications and definitions are not easily understood or top of mind for users taking this survey
  • It’s okay to pivot our narration perspective of the survey to be deploying to individuals that have not seen a quote flow in months. This required the team to reconstruct the survey in accordance with customer mental models.

Usability Testing

Through client-conducted usability testing, our team has the opportunity to acquire more quantitative data by observing the controlled testing sessions conducted by Progressive’s team. Over the course of Sprint 2, the team collaborated with the testing team to better understand their research goals and how it aligns and can better serve our project’s goals. Through these collaborative sessions, we were able to introduce new questions and mock ups into their testing protocol that will reveal valuable insights regarding bundling. In Sprint 3, we will be sitting in on these usability sessions and synthesizing our learnings.

From this experience the team hopes to gain more exposure to official testing sessions that are moderated and hope to leverage this skill in our usability sessions as well. Working alongside Progressive to get controlled and reliable insights is an exciting new direction for the team for collaboration over the course of the summer.

Takeaways

Our team found that quick iterations and turnover between designs requires clear documentation of research goals and design decisions. Often, the team makes a design decision that is intentional and having this data alongside initial research goals helps gleam more specific and valuable qualitative insights.

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Documenting the 8-month journey of 5 Master of Human-Computer Interaction students as we imagine a data-drive future for multi-product quoting insurance. A Carnegie Mellon University MHCI Capstone project, sponsored by Progressive Insurance.

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Sreya Cherukuri

Sreya Cherukuri

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