User Experience (UX) design is all about building the right product for people and is critical for high customer satisfaction and employee productivity. UX design goes much deeper than making a product look presentable — it spans customer needs, psychology, environments, accessibility and even compliance. UX improves the lives of individuals through design — whether they are patients, employees or customers. You can use a Human-Centered Design (HCD) approach to deliver higher-quality products regardless of your industry. When organizations build the experiences customers want, those customers will flock to that product.
As with any IT initiative, a strategic approach ensures needs are met efficiently and effectively. Here’s a process that we at Insight use with clients across industries:
There is immense business value to be gained by optimizing UX in organizations, whether the users are internal employees or their customers. First and foremost, a strong UX design process ensures there is less waste of time and money. Rather than continuing to rework poor solutions or unintuitive design, the UX process gets to the heart of what customers need and delivers on that promise. Additionally, intuitive design makes adoption easier, requiring less time and effort for users to learn. For employees, that can mean condensed training requirements. For customers, it can mean their experience with your product stands out from the crowd of more complicated-to-use alternatives, which can result in brand loyalty.
Modern UX is also more sustainable and accessible with established best practices. Experts in the field can include critical features necessary for meeting compliance and serving all customers equitably — which drives business value. With proper research and testing, UX projects result in faster speed to market because of the expedited learning process and no need to rework a mismatched solution. Whether the end user is internal or external, good design increases satisfaction and productivity.
One of the largest insurance providers in the U.S. was still managing claims on its legacy system from more than 20 years ago. This client needed to overhaul its design for efficiency and accuracy — but also lacked important accessibility features that had become commonplace in modern solutions. Our teams worked with the client to rebuild its claims management systems, resulting in millions of savings in agent time. With that time, agents were able to work more efficiently and serve customers faster than ever before.