Case Study - Taxonomy Review
To recommend improvements to the UX of the Claims site for a major insuror, 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 overall strategy and show examples of how the analysis proceeded.
The review began with an overall taxonomic illustration of the site flow with the claims landing landing page at the top level. The wireframe breaks out the landing page content into functional 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 linkage flow for the individual use cases.
Three use cases for the home page showing link destinations for each.
The Summary review notes the key overall findings and illustrates recommended solutions relating to all three use cases. Having users self-identify by use case upon arriving on the landing page is made simple by introducing a dynamic module in the top position on the page.