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Beneva Quote Flow: Finding the Friction Behind the Numbers
Beneva Quote Flow: Finding the Friction Behind the Numbers
Moderated Usability Testing
Mixed-Methods Research
Usability Benchmarking
👤 Role
UX Researcher & Presentation Designer
🏢 Client
Beneva Insurance
🗓️ Timeline
February – April 2025 (10 Weeks)
Buying insurance usually starts with one question: "How much will this cost me?" For most people, the answer begins with an online quote, and for Gen Z, that moment matters more than ever. As they move into their first apartments, become renters or first-time homeowners, and insure their own cars, many are navigating home and auto decisions simultaneously, often for the first time.
Beneva wanted to understand how this emerging generation experiences its digital quoting journey. As a UX consulting team, we evaluated Beneva's home and auto quote flows with Gen Z users to uncover where the experience built confidence, and where complexity, unclear information, or interaction friction got in the way. Our goal wasn't just to catch usability issues; it was to understand what this new generation of insurance customers actually needs from a quoting experience to feel confident hitting "buy."
👤 Role
UX Researcher & Presentation Designer
🏢 Client
Beneva Insurance
🗓️ Timeline
February – April 2025 (10 Weeks)
The Challenge
Getting an insurance quote may look simple, but it asks users to make a series of unfamiliar decisions about their home, car, coverage, and personal information, often before they understand how those answers affect their price.
Beneva partnered with HEC Montréal to evaluate its home and auto online quoting experiences, with particular interest in younger customers navigating increasingly independent insurance decisions. As a UX consulting team, our challenge was to look beyond whether users could simply finish a quote. We wanted to understand where they hesitated, what slowed them down, what they misunderstood, and ultimately what shaped their confidence in the experience.
The Challenge
Getting an insurance quote may look simple, but it asks users to make a series of unfamiliar decisions about their home, car, coverage, and personal information, often before they understand how those answers affect their price.
Beneva partnered with HEC Montréal to evaluate its home and auto online quoting experiences, with particular interest in younger customers navigating increasingly independent insurance decisions. As a UX consulting team, our challenge was to look beyond whether users could simply finish a quote. We wanted to understand where they hesitated, what slowed them down, what they misunderstood, and ultimately what shaped their confidence in the experience.
The Method
🧪 We designed a moderated, mixed-methods usability study with 12 participants, where everyone experienced both Beneva’s home and auto quoting journeys. Participants created a quote and then returned to edit it, allowing us to see not only whether they could complete the journey, but also what happened when they needed to change a decision. To minimize learning and order effects, we counterbalanced the two flows across participants.
📊 Rather than relying on a single usability score, we looked at the experience from multiple angles. Task success and errors showed us effectiveness, time on task captured efficiency, and SEQ measured how easy each task felt. We then used CSAT to understand satisfaction, SUS to evaluate overall usability, and NPS to capture willingness to recommend Beneva.
💬 The numbers told us what was happening, but observation and post-task interviews helped us understand why. We paid attention to hesitation, unexpected behaviors, misunderstandings, and moments where participants’ expectations didn’t match how the interface worked.
🧩 Finally, we brought the behavioral, quantitative, and qualitative evidence together. Recurring patterns became usability issues, which we prioritized by severity and translated into practical, evidence-backed recommendations for Beneva.
The Method
🧪 We designed a moderated, mixed-methods usability study with 12 participants, where everyone experienced both Beneva’s home and auto quoting journeys. Participants created a quote and then returned to edit it, allowing us to see not only whether they could complete the journey, but also what happened when they needed to change a decision. To minimize learning and order effects, we counterbalanced the two flows across participants.
📊 Rather than relying on a single usability score, we looked at the experience from multiple angles. Task success and errors showed us effectiveness, time on task captured efficiency, and SEQ measured how easy each task felt. We then used CSAT to understand satisfaction, SUS to evaluate overall usability, and NPS to capture willingness to recommend Beneva.
💬 The numbers told us what was happening, but observation and post-task interviews helped us understand why. We paid attention to hesitation, unexpected behaviors, misunderstandings, and moments where participants’ expectations didn’t match how the interface worked.
🧩 Finally, we brought the behavioral, quantitative, and qualitative evidence together. Recurring patterns became usability issues, which we prioritized by severity and translated into practical, evidence-backed recommendations for Beneva.
Outcome
Beneva didn't just get a research report. They got a prioritized path to a quoting experience customers could actually trust, and traced every recommendation back to a moment a real person got stuck.
Both quoting flows are live today, and this work directly shaped how they've evolved. Beneva gave explicit permission to share this research in, so if you want to see the findings in the stakeholder presentation, which I designed and it was specifically praised by the Beneva team for how clearly it turned twelve sessions of research into a roadmap they could act on immediately.
Outcome
Beneva didn't just get a research report. They got a prioritized path to a quoting experience customers could actually trust, and traced every recommendation back to a moment a real person got stuck.
Both quoting flows are live today, and this work directly shaped how they've evolved. Beneva gave explicit permission to share this research in, so if you want to see the findings in the stakeholder presentation, which I designed and it was specifically praised by the Beneva team for how clearly it turned twelve sessions of research into a roadmap they could act on immediately.