Insured Portal Discovery Research

A brief summary of the work is provided below. More detail is available upon request.

Introduction

The objective of this project was to generate internal knowledge of the agents' and insureds' expectations for and perceptions of the insured portal (MyPolicy+) to inform future design decisions. An insured portal is an online system used in the insurance industry to provide insureds with access to information and services. Insureds’ usage of their insured portal can impact their level of satisfaction with their carrier (JD Power, 2022). Therefore, IMT wanted to understand how to enhance users' experiences in the insured portal.

Approach

A five-step research project was conducted to gather information about the insured portal:

1. Related work: Review internal documentation and industry literature about insured portals
2. Existing data: Review existing usage data of the current portal
3. Interface comparison: Compare various insured portals
4. Agent discovery: Interview insurance agents about their expectations for and perceptions of the portal
5. Insured discovery: Survey current MyPolicy+ users about their expectations for and perceptions of the portal
6. Draft recommendations: Draft a list of recommendations for the insured portal

Results and recommendations

The research found that IMT can enhance the insured portal by doing the followgin:

• Optimize the portal for online billing, and allow insureds to pay multiple accounts at one time
• Provide insureds with the ability to order road services and file an auto claim
• Provide insureds with their agent’s contact information
• Consider providing insureds the ability to renew, request changes, and edit drivers and cars
• Update the visual styling to the IMT design system styles
• Increase the use of plain language in the information architecture