Mantis Insurance

Mantis is a website in Nigeria that offers insurance comparison services. Its main focus is on helping users discover appropriate insurance plans in the market. No matter their level of familiarity with insurance, Mantis strives to simplify and streamline the process for users, making it both simple and effective.

Background

Insurance is valuable for risk mitigation, yet the process of purchasing it can be challenging. Many users in Nigeria lack a clear understanding of insurance concepts, while others struggle with deciphering complex insurance terminology.

2 problems we want our product to help users solve

1. help users be less afraid when reading complicated insurance terminology

2. help users save more time when comparing different insurances

3 user flows of current website

1. getting to know Mantis

2. filling out the form

3. getting the insurance comparison

Current Phase

In the previous phase, the design team has successfully completed the prototype. However, uncertainty remains about the untested prototype's effectiveness from both the design and product team's perspectives, as they are unsure whether it adequately addresses the issues faced by the target users.

There are 3 user flows in this design version

Research Objectives

As the project remains in the pre-launch phase, the primary focus of this research sprint is to assess the usability of the current design and gather user feedback. The sprint will also involve conducting a competitor analysis to provide recommendations.

Usability

To detect usability problems in 3 user flows and improve user experience

Templates Recommendations

To provide recommendations based on usability test and competitor analysis.

Challenges

Due to the unique context, we encountered specific challenges throughout the research process.

Communication delays

Lack of communication made research results obtained after the redesign.

1. We overcomed this by putting more effort aligning with design team about timeline, research goals, and any problems we met.

2. We also make meetings more flexible, 2-3 people can initiate meetings either through chat or Zoom.

Matching Mechanism

UXR team didn't have direct connections with Nigerian users, resulting in difficulties in recruiting real Nigerian users.

1. We updated the problems with product team and our client.

2. We explained our sample criteria and client helped us recruit participants.

My Role

As a User Experience Researcher, I engage actively in diverse project processes and tasks, contributing to a broad spectrum of activities across the project lifecycle.

Sampling

Background Survey

WHY?
‍
We want to save more time for the main usability test. Asking demographic questions from a short survey is easier and more efficient.

screening questions

95%

responses rate from participants

Online Moderated Usability Test

WHY?

Given the geographical and time zone differences between our users and our team, we opted to carry out a remote test with the assistance of online moderators.

To better understand users' experiences on the website, we designed the outline based on three user flows. We set 11 task prompts and corresponding follow-up questions to assess user experiences at each step of the journey. To capture the test results for future analysis, a standardized record form was employed.

parts based on 3 user flows

task prompts with follow-up questions

Usability Test Question Example

Affinity Map

WHY?

By employing this visual method, we aimed to create an effective solution for grouping related needs together and fostering a more streamlined and collaborative work process.

Competitor Analysis

WHY?
‍
Our goal was to find appropriate solutions for the usability issues we pinpointed and the prioritized needs. To do so, we utilized competitor analysis to gain insights, learnings, and potential opportunities from similar products in the market, aiding us in refining and improving our own product.

Impact

*34%: This data is collected from a small post-survey and the usability test. The post-survey questions are corresponding to the satisfying questions in the usability test script