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Users expect to access the insurance policy details online. They do not want to contact Call Center each time they want to apply small changes to their contracts. Personal space is an online tool that allows them to manage their policy at any moment.
Toyota Insurance Services provides insurance covers for thousands of Toyota customers in Europe, Asia and Africa. They offer innovative products like insurance based on your driving style or hybrid usage.
Personal space is a tool used by thousands of customers in Germany and France to manage their policy. Although there was no right tool to measure the success and performance of functionalities.
My first big challenge was to manage the implementation project for Google Analytics and Hotjar. I gathered business and technical requirements and I collaborated with an external agency to ensure high-quality implementation.
Another challenge was to do the usability audit to define experience improvements for the MVP2. Based on data from analytics tools (Hotjar, Google Analytics), I identify dozens of user pain points. I proposed design solutions for quick-wins, mid-term and long-term improvements while keeping in mind business objectives.
The next challenge was to provide a smart design solution for new functionalities required both by the users and the business side. I designed lots of new functionalities like the change address funnel, the digital documents section, the registration process and many others.
I discovered many usability problems that were blocking users from effective usage of the personal space.
I proposed innovative design solutions for new functionalities required by the business side.
I collaborated closely with an agency and developers. I was testing the implementation in Google Tag Manager to ensure quality.
I worked on dashboards that were presenting how users are behaving on the website. The dashboards were adjusted to the business and marketing audience.
My mission is to support business owners in delivering the best user experience to their customers. I am passionate about my work and I love to talk about UX design. If you want to contact me, drop me a message.
