Allianz
Allianz Global Assistance is Australia’s leading provider of specialty insurance products. They are the market leader in Overseas Student Health Cover (OSHC), which is a mandatory Visa requirement for international students in Australia. Increased competition in this space meant Allianz sought to retain this position in-market by providing a better customer experience.
UX Lead | Deloitte Digital Australia | 2016
Deloitte Digital was engaged to design and build the public website and associated student, partner and medical provider portals. This case study covers the first 6 weeks: Discovery and Define Phases. Which later led to detail design and build. You can see it live at Allianz Assistance Health.
CONTEXTGetting sick is never fun. Getting sick in a foreign country is even worse.
Australia has the highest ratio of international students versus total population in the world. In these students’ home countries, the healthcare system can vary immensely.
To solve this challenge and deliver a better customer experience, Deloitte Digital was engaged to redesign the public website and associated student, partner, and provider portals. This case study covers the first 6 weeks of this engagement; the Discovery and Define phases of work.
My role
As the UX Lead, my role was to understand the requirements of users and the business. I planned, conducted, and reported on customer research, and then wireframed concepts and features based on these findings. These were then developed through creative treatment.
My scope
Research design (qualitative research methods)
Reporting
Wireframing and prototyping
Co-workers: David Isaacs (Design Lead), Rebecca Marsden (UX), Craig Parkinson (UI), Xile Wang (Business Analyst), Kate Darlington (Business Analyst) and others.
The work
Discovery
workshop.
To kick off the process, we ran a number of discovery workshops with key business stakeholders. Insights were used to frame the key business challenges.
Research.
I conducted a series of semi-structured interviews with students, partners (agents and institutions) and medical providers to baseline the existing site experience. These sessions uncovered pain points and opportunities for the current state.
Insights
Report.
The key insights were distilled into a research report and future state customer journey map. I can’t publish these, but will happily chat about this process in person if you reach out.
Creative
concepts.
The UI designer on this engagement fed the findings from the research report and journey maps into a creative brief. This, along with concurrent brand research, led to the development of creative concepts to prototype a potential future state of the site.
Roadmap and
prioritization.
Further requirements were documented in the form of user stories. We facilitated a prioritisation workshop to support stakeholders in defining an MVP, and the consequent product roadmap.
The position of each user story according to its customer value, business value, and technical effort were then documented to estimate efforts for detailed design and build phases.
This is one example of the few pages we delivered in response to the research findings.
The outcome.
After working with Allianz through the detailed design and build phases of work, the site went live in 2017 and was met with great success.
