A global insurance technology company was looking to improve their software so that it catered to all disabilities.  In eight weeks.  Here are a few of the challenges we faced with that project, and how our team worked through them.

Challenge 1

Three weeks in - still no access to the existing system or users.  

We used our time to research the latest on accessible design for touch interfaces, create Experience Principles, and worked with the team to pull together what we did already know about those that would be using the final product.

Challenge 2

The process we're designing to support is time consuming and people come unprepared.

We cut up the existing 17 step process, sketched, and drafted wireframes.  We then added an overview about the process to distribute to people before they ever encountered the software.

Sketches

Wireframes

Process overview

We then set up usability testing with a prototype built in JustinMind, facilitated one-on-one interviews, and wrote up a short version of the findings.

Challenge 3

The application needs to help someone describe their future and life goals without giving examples.

“You can’t be leading but if you don’t give some guidance you won’t get anything.”

With feedback from the test sessions, we iterated until we were able to conclude that customized videos of others in a similar age and socioeconomic situation with related conditions was the most useful way to provide assistance.

Initial wireframe

Preliminary draft

Final design

Challenge 4

With two weeks left on the project the client decided we needed to pivot and focus solely on Step 5.

We quickly realized there were numerous elements that made up Step 5 which hadn't been fully fleshed out.  We cancelled everything and instead locked ourselves in a war room, prototyping the complicated flow until we had all fifteen parts nailed down.  

Step 5.1

Step 5.5

Step 5.9

Step 5.14

Step 5.15

 

Challenge 5

The client wanted a 'wow' factor.

We took very few liberties with our original design, in an effort to adhere to accessible guidelines as best we could and present things logically and in a liner fashion.  But then we were asked to add a 'wow' factor.  

The solution we came up with was to create multiple levels of interactivity throughout the application, and add games to configure it all at the start.   This way, based on the user's personal abilities, the interactions could be tailored to their personal needs.