TAL Insurance Discovery
Client
TAL Life Insurance
Year
2024
Scope
UX Research
TL;DR
We conducted a Discovery process for one of the largest insurer in Australia, TAL Life, to understand the pain points of their users to better improve their website.
Functioned as a UX designer conducting workshops and research to define problem areas with stakeholders and users.
Context
TAL Life Insurance was seeking guidance on how to better their website to serve their customers better. Insurance is inherently a confusing and complex task for anyone to take on, and TAL Life wanted to better assist their customers with an improved experience.
Role
I worked alongside a Senior UX Designer and our Experience Director in this project. We flew into Sydney in-person to conduct the workshop with our clients at the TAL Life headquaters.
Process
The entire process was conducted with half the team virtually and the other half in-person in the Sydney TAL Life office.
We used FigJam for all our workshops, and since we were all a mix of in-person and virtual, we only used FigJam to ensure all communications were cohesive and consistent.
Discovery phase output:
Vision and Alignment workshop
Stakeholder interviews
Content, UX/UI audit
User research
Competitor benchmarking
Current-state customer journey and workshop
Customer Archetypes
Future-state customer journey and workshop
Strategic Narrative, Creative Spectrum and Creative Vision
Information Architecture
MVP and Roadmapping
Discovery Report
Credit
Agency
Monks in Sydney, Melbourne, and Singapore
Design
Ben Cooper, APAC Experience Director
Sophia McDermott, Senior UX Designer
Kayla Chia, UX Designer
CJ Gan, Design Lead
Strategy
Mitch Incoll, Head of Strategy
Project Management
Laura Murphy, Head of Delivery
Jelena Trkulja, Project Manager