To address this challenge, Imagemaker conducted a comprehensive benchmarking analysis and usability surveys to uncover the reasons behind high user abandonment and rejection rates. We identified issues related to language, usability, and system aesthetics.
Challenge: We encountered high rates of user abandonment and rejection within the refund system of an international insurance firm. Our analysis revealed deficiencies in usability, aesthetics, and overall user experience, significantly impacting satisfaction and operational efficiency.
Solution: To tackle these challenges, Imagemaker undertook thorough benchmarking analysis and usability surveys. Subsequently, we completely redesigned the refund site using cutting-edge technologies like React for development. Given its integration as a sub-site within the international insurance firm’s customer portal, ensuring compatibility between new and legacy technologies was crucial. We implemented an iframe to ensure seamless transitions between both portals without compromising user experience. We introduced new screens, animations, and enhanced document loading and preview capabilities. Additionally, we streamlined the process for updating contact and banking information to further elevate user experience.
Results: Our implementation delivered significant positive outcomes:
- Reduced abandonment rates by over 50%.
- Minimal incidents reported, owing to high-quality development and a low incidence of recurring issues.
The redesigned interface and functional enhancements not only enhanced customer satisfaction but also streamlined operational efficiency across the international insurance firm. This case underscores how a user-centered approach and adoption of advanced technologies can effectively revolutionize business processes.
