Redesigned Survey For 10000+ Operators

Context

Insurance adjusters use the emerging product 'Survey' to document real estate properties for estimates and claims. As the lead designer, I enhanced the connection and upload workflow, leading the revisionary effort to capture information more quickly. This resulted in a 50% reduction in connection time and doubled the upload speed, securing a seven-figure business deal with a Fortune 500 client.

My Role

Interaction

DesignVisual

Design System

Prototype

UX Research

Platforms

IOS

Android

Progressive App

Year

2023 Jan - 2023 December

Problems

I interviewed 8 potential users via guerilla user interviews. Next, I talked with 3-5 members of our sales team to find why we were getting rejected by the bigger businesses.

Slow Workflow

Average connection time: >9 minutes for new users

Unintuitive File Management

Users relied on memory recall and a USB drive to export and upload files. Can take hours to complete!

Forgetting and losing data

Users relied on physical paper document to take notes during the shooting phase which was unreliable. 65% of users mentioned taking notes with the app currently was difficult.

OPPORTUNITY

🤔HOW MIGHT WE DESIGN AN APP THAT IS FAST, INTUITIVE AND MODERN?

Goals

I interviewed 5 potential users via guerilla user interviews and did extensive research on our Google Analytics.In the end, I identified 3 primary problems:

☁️

Faster Upload

Our users told us that uploading from our Survey app was very hard and prone to data loss.

📷

Faster Connection

The new redesign enables the users to capture new information with our Real Time Tagging feature moments after they create their scans.

ℹ️

Easier Information Capture

The new app will let the user capture visual information via tags so they don't need to rely on tools like a notebook.

design iterations

After testing with guerilla users, multiple iterations were applied to update the design. From the initial idea generation to workflow validation, I then focused on improving the usability instead of visual elements to avoid Halo bias when testing with marketing, sales, and development teams. Below are some example of changed things between 3rd and 4th iteration.

SURVEY DESIGN SYSTEM

For the redesign and the future products we would redesign in the company, I had to update our design system for certain UI elements specifically for Survey.

Final Designs

The final designs below have been released for our 10k+ operators worldwide and have been launched on IOS and Android stores with over 60+ screens for Android and IOS each.

CONNECTION SCREENS

With the new auto QR connection system, our connection time for average user went down 50%+ for a new device and also for switching between multiple cameras.

FILE MANAGEMENT

With the upload to Portal option accessed from the mobile app, we are now saving each operator hours during the export process.

FASTER INFORMATION CAPTURE

With the launch of our tag creation workflow, our users got to create their tags during the shooting process instead of post in review.  With this feature in place, we got to sign a 7 figure deal with a Fortune 500 insurance company.