Role: Contract UX Researcher
Client: Openly (through PAIRUX agency)
Thought Partner: Nadia Elinbabi (UX Design & Founder of PAIRUX)
Core Responsibilities: Participant Scheduling, Discovery Interview Moderation, Usability Test Moderation, Interview Synthesis & Recommendations 
Methodology: Discovery Interviews, Usability Testing
Tools: GSuite, Zoom, Condens, Figma, Slack

Project Overview:

Openly is a home insurance company that looks to lead the way in modernizing home insurance by simplifying the quoting and buying process. Agents and agencies that partner with Openly need visibility into their book of business with the company, and Openly came to PAIRUX to help identify a solution.

Problem:

Agencies and Agents have no way to easily understand what's happening in their book of business at Openly. Surfacing the data an agent needs to understand their book of business will increase agent satisfaction, agent retention and decrease customer service needs.

Research Questions:

• What types of goals do agents need to achieve?

• What does an agent need to provide or demonstrate to their manager in order to be successful?

• What information is critical for an agent to be made aware of right away?

• Which policy changes/events does an agent need to be proactively be informed of?

• Which of those events are time sensitive for the agent to understand?

• What trending data does an agent need to see? (Ex: rate of retention, wins, etc.)

Methodology:

• Agent Discovery Interviews

• Agent Usability Tests

Agent Discovery Interviews

Lists of participants were provided to PAIRUX by Openly, and I scheduled all sessions via email. I utilized a moderation guide put together by UX design collaborator Nadia Elinbabi and moderated all discovery interview sessions to identify needs outlined in the project research questions, synthesizing these and passing along insights to Nadia to kickoff design. 

Agent Dashboard Usability Testing

Once initial designs were prototyped, I scheduled usability testing sessions with those who expressed interest in continuing to participate in research. I moderated and synthesized these interviews, providing a findings summary to our Openly partnership.