Project - Ground-up design and build of a complete back-office enterprise system for an insurance firm.
Product /service - Used by customer service, claims handlers and underwriters in the daily work.
Duration - 18 months to first release
Team - Product owner, BA, UX designer, developers, QA, domain specialist advisors
Activities - Observational studies, user story mapping, IA design, UI/UX design, prototyping, visual design, usability testing
Deliverables - JIRA user stories, Realtime bard story map, Axure interactive prototype, style and component library,
Outcome - New software replaces 3 x antiquated systems. Notable increases in workflow speed and efficiency across the company, as well as better cross-department communication and sharing of data.

Before and after: The British Friendly policy administration system at project start, and the new system at first launch

Whilst the client had defined around 1000 JIRA tickets before we began the project, they were feature-focused and we needed to understand personas and user work-flows. 
The design team led the effort to make things more user-centric, conducted observational studies and interviews, and brought domain experts on to the project team to advise.
The design team created user story maps which synced to the JIRA tickets using Realtime board. We maintained and added to these over the course of the project, collaborating with BAs and product owners.

To help introduce the client to UX design and our approach, we created a series of design principles to follow. Once draft designs began appearing, we showed how these principles translated into the user interface, and continued to explain our decisions throughout the process so the client could always understand where designs came from.

We created an interactive prototype in Axure early, defining layout, navigation and main components and testing these choices with users. 
We knew there would be a lot of screens and user journeys, so we made every effort to get these decisions right as they would impact much of the design to come. This prototype would be referred to by the development team daily throughout sprints. 

With basic UX established, we explored a range of visual design directions with Photoshop mockups and gauged client feedback to choose one. We created a style guide and applied the visual scheme to the Axure prototype, knowing it would evolve as development progressed.

After initial discovery, UX design continued in parallel to Agile development (dual-track Scrum). Over the course over the next year, we gradually built up the design with regular client reviews and usability testing. The first release of the application had to cater for a large number of staff doing different jobs, and so required designing many different user work-flows and hundreds of screens.

At regular intervals, the design team would review progress and carry out a visual design iteration to cater for new components, updating a style guide and component library referred to by front-end developers during sprints.

The first release of the new application is due this summer, and design and development will continue into 2019.

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