Device Insurance Quote Flow
ROLE
Lead Product Designer
Usability Testing
TYPE
Responsive Web
YEAR
2020
COMPANY
Progressive Insurance
Overview
Progressive offers a wide range of insurance products, with some products like Electronic Device Insurance being underwritten by another insurer that we partner with. In this instance, I worked with our external partner, Worth Ave Group, to provide a co-branded experience to offer the Progressive version of a quote flow, powered by their insurance coverage.
Problem
Progressive was engaged to help with the Electronic device insurance quoting experience after our partner, Worth Ave Group had already worked through wireframes and run through some unmoderated testing. The key take aways are outlined below next to the two screens that were tested. From there, we completely overhauled the experience.
Quoting Screen
Drop-downs should all display on initial load instead of question by question.
Currently no error states/messages on any selectors. Users can click Purchase without making every required selection and nothing happens.
Total cost could be a little more clear and discount was mentioned in message.
Current “Devices Covered” treatment looks like buttons/clickable. A simpler treatment using icons would be more user friendly.
Would be a better experience to tailor “How we compare” to only display info about the product they selected (if selected).
Issues with too much content being hidden when breaking to smaller browser sizes.nce.
Checkout Screen
Cart information can be organized in a more structured way. UX can be improved with information displayed top to bottom rather than in a long horizontal strip.
Cleaned up flow of filling out these questions. Account holder info and payment info are clearly structured and easier to fill out going top to bottom rather than zig-zagging side to side.
Total and Purchase call to action should be given more emphasis. Currently it sits at the bottom of the page and can be easily missed.
Solution
The updated experience simplifies the process by emphasizing adding multiple products to the cart for quoting, utilizing visual product icons to enhance clarity. Additionally, a persistent right blue rail summarizes the quoting process in real-time. The entire experience is optimized for mobile and tablet devices, ensuring seamless navigation and usability.
Applying a visual approach to the initial screen with product icons, while also integrating the “What’s Covered” and “Common Repairs” information into a new overlay so it’s more closely tied to the specific product you’re interested in.
Utilizing a persistent “right rail” on quoting experience pages that summarizes your information as you go, while highlighting the total and discounts earned as well.
Project outcome
Comparing pre-launch to one year after redesign launch
1622
Total Transactions
April 2020 (pre-launch)
3045
Total Transactions
April 2021 (redesigned)
~88% increase
$24,337
Total Revenue
April 2020 (pre-launch)
$44,963
Total Revenue
April 2021 (redesigned)