CASE STUDY
Allstate Identity Protection
Client
Allstate
Deliverables
Desktop & Mobile App, CMS, Livestream, Ecommerce
Role
UX/UI Designer
The Problem
Formerly InfoArmor, Allstate Identity Protection needed to improve the communication of the health status and what the member can do to improve it. The status that represented the user's digital identity health wasn't communicating the value of the product.
The Solution
I worked to understand the challenges that the current application had through interviewing various subject matter experts at Allstate, and created a simple SWOT analysis (below) that allowed me to begin exploring improvements to the experience.
We took an iterative approach by facilitating user interviews and user testing, and making improvements that align with what we had heard. First, we focused on score variations.
Understanding the best way to engage members to better understand that the more AIP knows about them, the more they can protect the members identity.
During our user interviews, members told us that the score means nothing to them, so we explored more ranges and describedwhat they mean.
We also provided a screen solely for doing their due-diligence of confirming whether the factors that were found were fraudulent or not, this allows them the ability to focus more on the task at hand, and provides a direct link from notifications.
Finally, all components fitting together to provide holistic value, so that when the member visits their dashboard from periodic emails or mobile device notifications, there is a greater chance for them to interact as a means to improve their score.
