Mobile app and self-service web portal for customers

Project overview

This was the first of over 30 projects that Selective Insurance has hired UX Team to perform. UX Team led several teamwork sessions with the Selective product team and executive stakeholders to fully understand the needs and vision of the new MySelective app. Then, after performing extensive research and numerous iterations of wireframes, we developed a non-functional prototype and HTML/CSS assets for the Selective development team.

Activities and deliverables
User research, Prototyping, Usability testing, Development

Who we worked with
Project Manager

Challenges

Unified cross-platform experience

Ensure a consistent user experience across mobile and web, both aesthetically and functionally.

Optimize workflows

Streamline workflows by eliminating unnecessary steps, enhancing usability, and speeding up task completion.

Seamless onboarding

Simplify and accelerate onboarding with an intuitive, welcoming experience for account setup and first-time use.

Evidence gathering

Purpose of our research

Using various research studies, we aimed to:

Understand the needs and expectations of users
Identify challenges users encounter during task completion
Explore opportunities to leverage device technology to speed up task completion
Prioritize the most common tasks users complete

Studies

Key insights

Quick access is critical

Users may be engaging with the mobile app during stressful or frustrating moments—perhaps they’ve just been in an accident or their car broke down in the middle of the night. By featuring key information on the home screen and in the navigation, users can quickly access important resources like ID cards, roadside assistance, or even connect with service experts via live chat.

Simplify the claim process

Users can easily submit claims through the app by taking photos and uploading documents securely. Once a claim is started, they can track its progress in the app or web portal anytime.

This streamlined process reduces the hassle and stress of traditional claim submissions, speeds up resolution, and provides users peace of mind.

From design to code

Delivering development-ready HTML and CSS assets

The MySelective app marked the beginning of an ongoing collaboration between UX Team and Selective Insurance, spanning over 30 projects. To bring their vision to life, we conducted multiple Team Work Sessions with their product team and executive stakeholders, ensuring alignment with the app’s goals. After extensive research and several iterations of wireframes, we developed a high-fidelity, non-functional prototype, and HTML/CSS assets. These assets provided the Selective development team with a strong foundation to build the new app, meeting both user needs and stakeholder expectations.

Conclusion

UX Team’s redesign of the MySelective mobile app and web portal resulted in an an award-winning user experience design that garnered recognition with the 2020 Summer Awards for Best Mobile App Design. These achievements highlight a commitment to enhancing usability and customer satisfaction in the insurance industry.