Goal: The goal of the project was to improve the user experience for Penn Mutual visitors, clients, producers, and employees. This was a fast-paced, 2.5 month research project designed to define improvements for the Penn Mutual public, intranet and producers’ web sites as well as align these sites with a new corporate initiative.
Methods: A variety of methods were used to uncover needs and direction including the use of:
• Gamestorming techniques for stakeholder workshops
• Onsite and remote non-directed interviews
• Affinity diagrams
• High-level task analysis
• Concept Maps
Role: I was responsible for planning and implementing all aspects of research (project plan, research strategy documents, and workshop/interview guides) as well as crafting user experience strategies for the three sites.
Because the project was large, covering three different sites, I've included mostly those work artifacts and deliverables from the Producers' Place project that demonstrates the overall project approach for each site.
A key insight from the Producers' Place project was that we found that the tools that Penn Mutual had designed for producers was actually being used by producers' assistants and other support staff and less so by the producers' themselves. This insight will greatly effect the future redesign of Producers' Place by ensuring that the support staff needs will be addressed accordingly.