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PRODUCT DISCLOSURE STATEMENT REDESIGN
Client: AAMI, Suncorp
Project type: Prototyping / Usability Testing
The challenge
To design a simplified & visual Product Disclosure Statement to help people navigate, engage with and understand AAMI’s Home & Contents product information so that they clearly understand what they have purchased and have confidence in the organisation
Research approach
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Conduct a sketch & ideation workshop to bring together information and thoughts from the business and broader digital marketplace, and assist with collaborative design activities
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Run 6x 1.5hr usability testing session with AAMI and non AAMI customers - exploring interaction with the prototype, and behaviours across the end-to-end journey using scenario based tasks
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Synthesise findings and generated insights on customer flows and interatction with the prototype for presentation
Key learnings
The content needed further refinement to create a format that is digestible for digital use, while also considering long format side content and infographics. More importantly, it was identified that further research was needed to help Suncorp understand their customers' interaction with the PDS at all touch points (across digital & call centre contact), and their undertanding of the fine print - both new and claiming customers
My role
Co-facilitated the sketch & ideation workshop, providing sketching support to participants, note taking. Recruited participants, and created scenarios for discussion guide for usability testing. I conducted all testing sessions, synthesised findings, generated insights and customer user flows for presentation to the client
Impact on the business
Further work on the PDS will continue during 2017