{"id":2955,"date":"2023-02-08T17:52:22","date_gmt":"2023-02-08T17:52:22","guid":{"rendered":"http:\/\/alysondesmarais.com\/?page_id=2955"},"modified":"2023-02-21T22:53:12","modified_gmt":"2023-02-21T22:53:12","slug":"canadian-project","status":"publish","type":"page","link":"https:\/\/alysondesmarais.com\/canadian-project\/","title":{"rendered":"Canadian Project"},"content":{"rendered":"\t\t
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Canadian Travel Insurance Website<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Role: <\/b>Working as InsureMyTrip\u2019s Lead UX Designer to: create the website IA, brand guidelines, design components, user flow, competitor analysis, and work as the liaison for a three person UX contractor team. The team and I worked together to create the designs and illustrations.<\/p>

Tools:<\/b> Figma, Illustrator, and Hotjar
<\/span><\/p>

Overview:<\/b> This project was to create new responsive website for the travel insurance comparison company InsureMyTrip. They had a U.S. website, but were looking to branch out into the Canadian market. <\/span><\/p>

The Inspiration:<\/b> The company stakeholders identified a gap in the Canadian market for a simple and intuitive travel insurance comparison website.<\/span><\/p>

The Problem: <\/span>We were designing for a whole new market we knew little about. Canadian travel insurance is much different than that in the U.S. with many different rules and regulations. We currently sold a few Canadian plans on our U.S. website, but there was still much to learn. As far as the user\u2019s problem – users needed help understanding the complexities of travel insurance and to understand why they needed to provide certain information and what different types of coverage actually meant.<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Canadian Project<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Role:<\/b> Working as InsureMyTrip\u2019s Lead UX Designer to: create the website IA, brand guidelines, design components, user flow, competitor analysis, and work as the liaison for a three person UX contractor team. The team and I worked together to create the designs and illustrations.<\/span><\/p>

Tools:<\/b> Figma, Illustrator, and Hotjar<\/span><\/p>

Overview:<\/b> This project was to create new responsive website for the travel insurance comparison company InsureMyTrip. They had a U.S. website, but were looking to branch out into the Canadian market. <\/span><\/p>

The Inspiration:<\/b> The company stakeholders identified a gap in the Canadian market for a simple and intuitive travel insurance comparison website. <\/span><\/p>

Problem:<\/b> We were designing for a whole new market we knew little about. Canadian travel insurance is much different than that in the U.S. with many different rules and regulations. We currently sold a few Canadian plans on our U.S. website, but there was still much to learn. As far as the user\u2019s problem – users needed help understanding the complexities of travel insurance and to understand why they needed to provide certain information and what different types of coverage actually meant. <\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Initial Research<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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InsureMyTrip was currently selling a few Canadian travel insurance plans on their U.S. website. I was able to use Hotjar to watch 50 screen recordings of people who purchased a Canadian travel insurance plan as they went through the main flow (entering in all of the details of their trip, looking at the different plans, and then purchasing a plan.)<\/p>

We had just completed user testing on our current U.S. user flow and used this, Google Analytics, and heatmap data for this project.<\/p>

The Marketing team and I also worked with Leger, a research firm in Canada, to gather more data into what, why, and how people were purchasing travel insurance.<\/p>

Overall, the research showed that:<\/strong><\/p>

  • Canadian users tended to feel overwhelmed when purchasing travel insurance<\/li>
  • Many people had question when shopping for travel insurance and wanted quick and easy answers to reassure them during the process<\/li>
  • Most Canadians purchase medical travel insurance when leaving the country (due to a lack of coverage outside of CA) but most didn\u2019t understand their coverage<\/li>
  • Consumers struggled to understand insurance \u201clingo\u201d and terms<\/li><\/ul>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Personas<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Using the data provided by Leger (first image) and looking at the data from our Canadian users, using Google Analytics, we were able to create basic yet helpful personas. The marketing team and I created three personas in total and used them to help focus on exactly who we were designing for.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    Competitor Analysis<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    As all of the research was occurring, I was also working on gathering information on our direct\/indirect travel insurance competitors in the Canadian market. I wanted to focus on what their main flow looked like and how easily\/quickly a user would be able to move through the process and find the plan best suited for them.<\/p>

    After looking at 10 top competitors, I found that most of the websites had long, clunky forms that required a lot of personal information before providing the user with any true value, or letting them know how much further they have until they until they get to see the results. There was also minimal information on the type of coverage that was available with each plan, and what each of those coverages meant. We took this information and held onto these findings and designed for these issues as we began wireframing.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    User Flow<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    A lot of my time on this project was spent sitting with the marketing, development, and product leads, as well as the Product Owner, to discuss our main user flow. Each insurance price is specific to the user, their age, where they are traveling and more. We needed to make sure we asked only the questions we needed to generate a quote, and different types of questions needed to be presented to different types of users.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    Wireframe and Final User Testing<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Our research showed that it would be best to break down the quoting process (where users enter their travel\/personal information before receiving a quote) into manageable and bite-size steps. This had been highly successful for us on the U.S. website and we wanted to bring a similar design to CA.<\/p>

    The Marketing team and I were also testing this idea of using a simple yet informative writing style and adding hidden help text on the page for the most common questions we received throughout research\/testing and from those calling into our customer service line.<\/p>

    I worked with our contractor team to complete three rounds of user testing. The images show notes from our final round of user testing with 10 participants.<\/p>

    The results led us to adjust our content, the layout of plans page, and how we discuss COVID-19 coverage within our plans.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    UI and Brand Guidelines<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    For this project we used InsureMyTrip\u2019s brand colors\/illustration style.\u00a0 A Brand Guideline and basic component library were created for this project.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    \n\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Final Design and Prototypes<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    The final prototype takes you from the homepage, through the quoting process, to the page with all available plans, the plan comparison page, and finally through the checkout process.<\/p>

    We focussed on making each step feel light and easy to complete, however, we still wanted to provide assistance for any individual who might want more information. We also wanted the Quote Results page to have all the important information users needed at a glance, while still having the ability and transparency to dig deeper and see all the plan details.

    Please feel free if you would like me to walk you through the prototype and provide additional details and reasoning to any of the designs that were made – I would be happy to!<\/p>

    See the desktop prototype here.<\/strong><\/a><\/p>

    See the mobile prototype here.<\/strong><\/a><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    Conclusion<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    <\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Overall, this project pushed me to really get creative. Designing for, and learning all of the regulations for travel insurance was a rewarding challenge. Creating the main flow for this new website pushed me to create a design where the user business, and insurance provider\u2019s needs could all live in harmony.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

    Canadian Travel Insurance Website Role: Working as InsureMyTrip\u2019s Lead UX Designer to: create the website IA, brand guidelines, design components, user flow, competitor analysis, and work as the liaison for a three person UX contractor team. The team and I worked together to create the designs and illustrations. Tools: Figma, Illustrator, and Hotjar Overview: This […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"_links":{"self":[{"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/pages\/2955"}],"collection":[{"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/comments?post=2955"}],"version-history":[{"count":226,"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/pages\/2955\/revisions"}],"predecessor-version":[{"id":3271,"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/pages\/2955\/revisions\/3271"}],"wp:attachment":[{"href":"https:\/\/alysondesmarais.com\/wp-json\/wp\/v2\/media?parent=2955"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}