UX RESEARCH
USABILITY EVALUATION ON
ACTIVITY MONITORING FEATURE
CONTEXT
COMPANY BACKGROUND
Sequis Life is an Indonesian insurance company that has been providing protection to Indonesians since 1984. I did a six-month internship as a User Experience Researcher at Sequis Life, I had the opportunity to work within the Innovation Lab department - a dedicated team focused on driving the company's digital transformation efforts. During my internship I did projects on Sequis Pro, a mobile application for insurance agents.
INSURANCE IN INDONESIA
Due to low awareness of insurance among Indonesians, a community-based approach is necessary. Insurance agents play a vital role in selling insurance products and educating customers.
DISCLAIMERS❗️
Due to confidentiality reasons, changes have been made.
OVERVIEW
BACKGROUND
Activity Monitoring feature in Sequis Pro is a feature for Head Office to monitor agents' performance and productivity by providing quantitative measurements of their sales activities with customers.
AIM AND OBJECTIVES
We aim to gather feedback from Agent Leaders to determine if the current prototype, which is particularly advantageous for Head Office, is also effective in providing the necessary information they need to monitor their team. We hope to improve the feature's usefulness and ensure it benefits all users within the company.
DURATION
October - November 2022
TOOLS
Maze, Figma, Google Meet, Miro
PROCESS
Drafting research plan and discussion guidelines
Inviting participants
Synthesizing data
Collaborating with UI Designers to make the prototypes
Conducting User Interviews and Usability Testing with assistance from my UXR Supervisor and fellow UXR Intern in note-taking
Presenting the results to stakeholders
METHODOLOGIES
1. USER INTERVIEW
First, we interviewed 7 Agent Leaders of different hierarchical levels to better understand the differences in their responsibilities and focus when monitoring their team.
2. USABILITY TESTING
We then did usability testing to 6 out of the 7 Agent Leaders we interviewed. They were given 3 scenarios to execute with the prototype, through which we wanted to evaluate the design's user-friendliness and information system clarity.
FINDINGS
Overall, this prototype is NOT functional for Agent Leaders.
Although the Activity Monitoring feature has great potential for Agent Leaders, the current prototype did not effectively meet their needs due to varying responsibilities and focus depending on their hierarchical levels. As a result, the displayed information was found to be confusing and irrelevant, and this prototype did not help Agent Leaders to monitor their team.
IMPACT
This project is currently ongoing and set to be developed.
Our initial findings have opened up many other potential avenues for further exploration not only for the UX Research team but also UI Designers, Product Managers, and more.
Want to hear more? Let's chat!