{"id":11,"date":"2025-01-02T19:08:22","date_gmt":"2025-01-02T19:08:22","guid":{"rendered":"https:\/\/art88bcc.com\/isabellar\/?p=11"},"modified":"2025-05-11T01:40:11","modified_gmt":"2025-05-11T01:40:11","slug":"ux-project-sagesure-web","status":"publish","type":"post","link":"https:\/\/art88bcc.com\/isabellar\/ux-project-sagesure-web\/","title":{"rendered":"SageSure (Web)"},"content":{"rendered":"\n
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SageSure is an insurance company focusing on property coverage in 14 coastal states at a higher risk for damage caused by severe storms.<\/p>\n\n\n\n

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The Challenge:<\/h4>\n\n\n\n

The project began with open-ended requirements, which required defining a clear strategy to address user needs and market opportunities. To understand the market and users, I broke the discovery process into three phases: external research, competitive analysis, and user reviews and surveys.<\/p>\n\n\n\n

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Strategy, UX & UI:<\/h4>\n\n\n\n
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Phase I – External Research<\/strong><\/p>\n\n\n\n

I started by researching the industry to identify the most common pain points homeowners experience with their insurance companies. Key findings included:<\/p>\n\n\n\n

– Communication issues: Homeowners often received mismatched information about coverage, faced long hold times, and didn\u2019t get callbacks.<\/p>\n\n\n\n

– Insufficient coverage: 72% of surveyed homeowners expressed dissatisfaction with their coverage, and many were likely to shop for another provider.<\/p>\n\n\n\n

– Claims disputes: Customers frequently complained about denied claims without explanation and insufficient replacement funds.<\/p>\n\n\n\n

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Phase II – Competitive Analysis<\/strong><\/p>\n\n\n\n

I analyzed competitors to identify features that contributed to a better customer experience. Key findings were:
– Policy customization
– Messaging platforms for easier communication
– Accessibility features, including support for multiple languages
– Explicit discounts and perks
Competitors analyzed included Hippo, Lemonade, AMICA, and Young Alfred.<\/p>\n\n\n\n

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Phase III – User Interviews & Surveys<\/strong><\/p>\n\n\n\n

I reviewed user feedback to identify key pain points, which included:
– Lack of communication and long phone wait times to reach customer support
– However, once customers connected with support, issues were often resolved quickly, leading to a high satisfaction rate.<\/p>\n\n\n\n

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LO-FI WIREFRAMES<\/strong><\/p>\n\n\n\n

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HI-FI WIREFRAMES<\/strong><\/p>\n<\/div>\n\n\n\n

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RESULTS & PROTOTYPE<\/p>\n\n\n\n

We ran two unmonitored usability tests with 17 users via Maze.<\/p>\n\n\n\n

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