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Quoting Flow Usability Study
Imagine walking into a classroom where no one knows each other. With only a few minutes to build connection, teachers need an activity that is engaging, intuitive, and easy to facilitate.
Know Me is an educational icebreaker game created by Nomie to help students connect through playful conversations. As part of a four person UX consulting team, we conducted a formative usability evaluation to understand how the game performed in real classroom settings and identify opportunities to improve the experience for both teachers and students.
The Challenge
Purchasing insurance online involves multiple forms, decisions, and information-heavy steps. Beneva partnered with HEC Montréal to evaluate the usability of its home and auto insurance quoting experience and identify opportunities to improve the customer journey before future product iterations.
Research Objectives
🎯 Evaluate the overall usability of the home and auto insurance quoting experience.
⚡ Measure task efficiency and identify usability barriers throughout the quoting process.
💬 Understand users' perceptions, frustrations, and pain points during quote completion.
😊 Evaluate user satisfaction and willingness to recommend Beneva's quoting experience.
My Contribution
🧑💻 Planned and facilitated moderated usability sessions with 12 participants. (4 of them)
📋 Developed research materials, task scenarios, and moderation guides.
🧩 Synthesized qualitative findings using Dovetail and prioritized usability issues.
📊 Designed stakeholder-ready presentations that translated research findings into actionable recommendations.
🎤 Presented findings and recommendations directly to Beneva stakeholders.
Outcome
✔ Identified critical usability issues across both the home and auto quoting experiences.
✔ Prioritized research findings based on severity and business impact.
✔ Delivered actionable recommendations to support future design iterations.
✔ Helped stakeholders better understand customer pain points through evidence-based research.
Full Research Report
Note: This report is shared with Beneva's permission as a supplementary project resource. In UX research, comprehensive reports are a valuable deliverable that document the research process, methodology, findings, and recommendations, while demonstrating how evidence is translated into product decisions.