Although Good Life Insurance’s member portal was intended to simplify the customer experience, it was generating tons of calls and support requests. By redesigning the experience, I smoothed the way for users to login and register seamlessly.
Good Life Insurance’s old login and registration forms were hastily made, and the experience users were having reflected that reality. The GLI support team was inundated with requests for help registering and signing in to the portal.
Most of the support requests were centered around the complicated steps new users had to take in order to register for the portal. Step two of the form was retrieving a one time passcode from the user’s email. However, this lengthy one page form allowed users to complete the rest of the form before alerting them that they needed to complete the OTP step first. If you’re confused by that, then you have a pretty good understanding of what users were going through.
There’s lots of great functions present in the member portal, and this complicated process was driving users away from the portal and towards support lines. This was not only frustrating for users, but expensive for GLI as support teams had to field so many questions from this one form.
As a designer in the Government and Public Services practice at Deloitte I get to bring creative design solutions to federal and state clients. It's rewarding to get to make products that help support our citizens, but it also means that sometimes the details of those projects have to stay under wraps. Good Life Insurance is a real client, but their name has been changed to anonymize this project.
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