Taxonomic Review
To recommend improvements to the UX of the Claims site for a major insurer, I first needed to gather from interviews and user studies what issues were the most impactful. From there, the review focused on the site flow and separating the home page into sections. The images below illustrate the analysis strategy.
The review began with a taxonomic diagram of the site flow with the landing page at top level. The wireframe breaks out the landing page content into standardized sub sections for further review.
A flow breakdown for each page in the site was included. This example shows the claims landing page, where most of the usability issues were identified. Different colored lines represent the flows of separate use cases.
Three use cases for the home page showing link destinations for each.
The Summary review's key overall findings include recommended solutions relating to all three use cases. Having users self-identify by use case upon landing page arrival is made simple by introducing a dynamic module in the top of the page.