8Portfolio

Summary

Allstate set out to create a responsive web app that was easily accessible through search engines while the customer was in the moment of need. This pay-per-use solution focused on minimizing input steps needed to get help to the customer as quickly and easily as possible.

Process

Once the POC was complete (a mobile app), the team validated its purpose and demand from the consumer using sample user groups for feedback. It was quickly determined that a responsive web app would be a better solution since consumers usually go to a search engine to find roadside services in that moment of need. Combining solid SEO and online advertising, the responsive web app quickly became the solution of choice.

After conducting a workshop with key stakeholders, the team created user flows and wireframes (Axure prototype). Once the prototype was complete a 3-day usability test was performed with 11 users to go through a number of roadside need scenarios. The prototype was adjusted during the study to address user feedback and refine the workflow and interactions to be more pleasing to the user base.

Tools

Research: Usability testing, Department of Transportation statistics,  Tow industry statistics

Tools: Axure, Photoshop, Powerpoint