Enterprise Design
RESPONSIVE UX SOLUTIONS FOR CUSTOMERS & ENTERPRISE USERS – MADE WITH STATE FARM
TL;DR
In collaboration with State Farm, my team crafted innovative solutions for a user-centric and visually appealing digital experience that empowers enterprise users to interact seamlessly with customers.
RESPONSIBILITIES
UX Workshops, User Testing, Experience Design, Responsive Design, Creative Direction, Design Systems, Stakeholder Reviews, Development Handover
TEAM
2x UX Designers
1x Visual Designer
1x Product Manager
1x Project Manager
State Farm knows its customers depend on them during life's surprises, and the digital experience must match that trust. So, they needed digital solutions that blend accessibility, user-friendliness, and cutting-edge tech.
They aimed to create an experience where their enterprise users could seamlessly interact with their customers in real-time.
My team collaborated with State Farm to craft innovative solutions. We focused on making it easy for enterprise users to assist their customers effectively, creating a visually appealing and user-centric approach.
BRINGING HELP TO THOSE WHO NEED IT, WITH SMART INTEGRATION
My team and I successfully integrated State Farm's Help Center into their website, allowing customers to access relevant information and contact options from any page. We leveraged the Digital Visual Template Design System to create a successful experience that provided customers with the ability to request a call, email, or live chat with a State Farm agent or customer service representative 24/7. Our efforts resulted in a comprehensive Help Center that enhanced the customer experience and provided them with the support they needed.
State Farm's Good Neighbor Web App provided users with a variety of options to help them become a part of the State Farm family. Prospects could easily search for agents nearby and get answers to their questions through the app. Customers could also choose which of their current agents they wanted to work with and get customer service representative answers quickly. The web app also provided members and prospects with access to relevant frequently asked questions to help them self-service some of the more common inquiries, reducing the call volume for agents.
UX SOLUTIONS TO HELP ENTERPRISE USERS AND THEIR CUSTOMERS
We designed a multi-step solution for State Farm agents and representatives that allowed for a more streamlined experience when customers sought policy quotes or filled out online applications. We incorporated a visual progress indicator to the current digital visual template system for enterprise users (DVTS-E) that allowed for non-linear jumps between steps, sub-steps and processes. Additionally, we maximized the necessary vertical space with a more compact header and a display of key member information. This solution allowed for an enhanced interface that integrated easy and consistent access to the current system and its application tools.
DASHBOARD: QUICK & SEAMLESS ACCESS TO MEMBER INFORMATION
By creating a dashboard experience that was both clear and concise, we were able to provide representatives with a top-down view of relevant member information, including quick access to phone and email details. The dashboard also included linear flow, progress indicators, and progress icons, making it easy for representatives to understand where the customer was in the process and what steps they needed to complete or had skipped. This dashboard was a great success, providing clarity and accessibility to old and new steps.
BUNDLE DRAWER: THERE WHEN YOU NEED IT FOR EASY ACCESS
Similar to the dashboard showing linear progress details in the application process, this design separates out the individual application in the left column, while allowing for a drawer-type reveal in the right column where the member is, showing the bundling process that can be accessed and collapsed as needed to highlight for representatives where costs savings around coverage could benefit the member.
Similar to the Dashboard design, adjacent progress indicators clearly highlight current progress through icons and a branded color system for both clarity and accessibility.
REVEALER ONLY SHOWS WHAT YOU NEED, WHEN YOU NEED IT
This solution not only retained the familiar framework customers see when completing their application, but it also added additional functionality for Enterprise users. The left column now features expandable content buckets that provide bundle status, current stages of the application, and quick links to helpful content. This improved feature has made the customer service representative's job much easier when referencing different states and spatial details of the forms.
After months of hard work and dedication, our team was able to launch a modernized “dashboard” UX solution for State Farm. Drawing on our extensive experience in UX design, we created a user-centered experience that was both intuitive and efficient. We crafted the platform with the user in mind, ensuring that the user flow was smooth and seamless throughout the entire journey. Our success on this project is a testament to our team’s commitment to creating innovative and effective design solutions.