Project Type:<\/strong> Responsive web app design\n<\/p>\n\n\n \nMy contribution:<\/strong>\n<\/p>\n\n My innovation team was investigating problems in the homeowner space with the goal of creating products that would meet user needs and connect with new customers. Following the design process and conducting market research and focus groups, we hit upon real needs in the marketplace and shipped several web apps to test those ideas. <\/p>\n\n\n\n Lead UX Designer responsible for research, leading workshops, ideating, branding, user interface design, presenting to stakeholders and user testing.<\/p>\n\n\n\n Intentionally guiding our Travelers business partners through the Design Thinking process, my UX Research teammate and I collaborated with the Claim business and dscout, a user research company based in Chicago, to uncover pain points in the home ownership space. We watched a number of users go on “missions” to figure out repair projects within their homes: a broken screen door, clogged disposal, malfunctioning refrigerator, chipped dry wall. Most homeowners are not experts in home repair, but many will attempt home repairs with the help of Youtube, or advice from friends.<\/p>\n\n\n\n At the same time, we talked to many people within the company, trying to determine, among the vast wealth of expertise and knowledge, if there were already systems in place that we could use as a kind of knowledge database to help users. I connected with Claims U – an education center within the company that trained new Claims officers assessing home damage and working with homeowners. These were the experts we needed to connect our users to.<\/p>\n\n\n\n Also:<\/p>\n\n Getting to know our partners and understanding their concerns, I shared designs often and early with stakeholders and engineering to get feedback and build a send of community and excitement around our vision.<\/p>\n\n\n \nThere were a lot of problem-solving opportunities in the midst of launching this app. We were moving very fast and technical challenges were sometimes a hurdle to connecting with users. Troubleshooting software and hardware issues across mobile devices required us to connect with the wider team and get everyone testing, which really helped socialize what we were doing. One of the big takeaways from this project was that each hitch in the plan was an opportunity to come together and brainstorm next steps which helped us develop trust and move more quickly together.\n<\/p>\n\n\n\n\n\n
The Situation<\/h2>\n\n\n\n
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Constraints<\/h2>\n\n\n
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What I Did<\/h2>\n\n\n\n
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Reflection<\/h2>\n\n\n