Liberty Mutual customers often lacked visibility into key factors affecting their insurance policies, such as:

1) How claims trends impact their rates

2) What proactive measures and coverage recommendations they can take to reduce risks

3) Understanding their policy benefits beyond just claims.

Without clear and digestible insights, policyholders were not fully leveraging their coverage, leading to confusion, missed opportunities, and in some cases, avoidable losses.
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To better understand user needs, I conducted several research activities:

- User interviews: Engaged with customers during calls to identify their main frustrations and confusions about insurance.

- Competitive analysis: Evaluated existing market solutions to identify gaps and opportunities.

- Data analysis: Analyzed customer feedback, call center transcripts, and Power BI data to pinpoint weaknesses.
Key findings:

1) Customers desired personalized insights rather than generic advice.

2) Many users found it challenging to comprehend their home and auto risks and how to mitigate potential losses.

3) Interface may be too complex, with industry jargon deterring user engagement.

These insights guided the design direction, focusing on delivering clear, actionable insights and a user-friendly experience.
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After synthesizing the research, I developed several solutions using wireframes and user flows. My main objective was to design an interface that:
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1) Display actional insights clearly (without overwhelming users)
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2) Integrated proactive recommendations (e.g., coverage optimizations, recent claims in their area.)
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3) Offer a seamless experience on desktop with Twilio's API.
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1) A clean, interactive dashboard that presents key insurance insights in an easily digestible format.
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2) Personalized risk assessments for home and auto policies, empowering users to take preventive actions.

3) A streamlined navigation system that makes accessing information intuitive and effortless.

4) An educational component that demystifies insurance terms and policy details.

Liberty+ was initially developed as a home maintenance platform for policyholders, but accessibility considerations were not prioritized in the UX-to-development pipeline.

Key issues identified include:

1) A lack of consistent accessibility audits

2) Developers not verifying their work for accessibility

3) Content writers relying solely on Word without additional resources

4) The absence of a systematic approach to track accessibility compliance in tools like Figma, Confluence, or other development cycles.

These shortcomings created potential barriers for users with disabilities, such as those using screen readers, individuals with cognitive impairments, or people with motor disabilities.
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To identify accessibility pain points, I conducted:
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- Accessibility audits: Evaluated existing designs for color contrast issues, keyboard navigation, ARIA labels, and alt text.
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- Developer interviews: Asked engineers about challenges in implementing accessibility standards.
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- Designer interviews: Asked Designers about challenges in implementing accessibility standards.

- Content writer interviews: Asked content writers about challenges in implementing accessibility standards.
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- Competitive analysis: Studied best practices from Liberty Mutual's main page and other insurance companies.
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Key findings:
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1) 40% of accessibility issues were caught late in development

2) No centralized documentation existed for tracking accessibility implementation.
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3) Developers need more clarity on accessibility expectation early on in UX process outside of LMDS (linked). This research made it clear that accessibility needed to be embedded into the design phase, not just during testing.
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After synthesizing the research, I developed several solutions using wireframes and user flows.
The main objective was to design an interface that:
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1) Provides tailored checklists and guides for all product team members, including developers, content writers, and designers. Each checklist is customized based on the most commonly used platform for each team:

- Content writers use Microsoft Word,

- Designers use Figma

- Developers use Figma, Excel & JIRA checklists (tbd)

To prioritize accessibility from the start, I implemented a structured process that:

1) Include an Accessibility Checklist page in every Figma file

2) Incorporate an accessibility checklist in every Jira ticket for both content and developers

3) Established a system to track accessibility implementation from UX to development

4) Provide clear accessibility guidelines for developers, content writers, and designers from the outset

5) Promote cross-functional collaboration between designers and engineers

6) Appoint accessibility leaders on each team and schedules audits every six months or after significant UI changes.

Figma link, confluence link to all pages TBD (uploading by 3/12)
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‍Introduction to Web Accessibility - +Products - Confluence

Step-by-Step Guide: How UX Designers Can Use Inspect Source (DevTools) Effectively - +Products - Confluence
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