Context // Customer Problem // Solution // Outcome
Context
Irish Life is Ireland’s No. 1 health insurance, life insurance, pensions and investment services provider. It is part of the Great-West Lifeco group, and is the chosen partner for 28 of the 30 largest multinational employers based in Ireland.
I joined a cross-functional team in 2021 as Senior Product Designer on the ‘MyIrishLife’ customer portal project.
Customer Problem
Irish Life’s various products (heath insurance, pension, etc) all had independent customer portals.
Customers with multiple products were forced to log into different Irish Life accounts, each with very different experiences and interfaces.
Solution
Goal
The goal was to design one portal to house all Irish Life plans.
Users would only need one login, and could self-service their Irish Life plans in one place.
Research, workshops & interviews
I conducted extensive research and discovery activities, from interviewing stakeholders & customers to competitor analysis.
Wireframing & prototypes
I developed thumbnails and wireframes of every customer journey in the MyIrishLife app.
I created prototypes in Figma, shared with stakeholders to ensure they were on board with every step.
High-fidelity designs
I delivered final designs for the entire project. I ensured the following:
- Responsive across all devices
- Accessibility was paramount
- In-line with Irish Life branding
I worked closely with developers, QA testers and more on a cross-functional team to implement my designs.
Outcome
The portal launched in 2023 and, at time of writing, is already meeting its monthly active user targets.
Customer Ease-of-use scores have risen dramatically on the new portals.
Accessibility scores in Lighthouse have risen from an average of 62% on the old portals to 97%.
The establishment of Irish Life’s Design System. Please see my Design System case study for more.
Next steps
Continue to gain insights from user testing.
Use insights to further improve the user experience.
Continue to add features to MyIrishLife, enriching the user experience.