Overview

Client

Kin Insurance

My Role

UX Researcher

UX Designer

Prototyper

Tools

Figma

Kustomer

FigJam

Google Suite

Kin Insurance is a Home Insurance Tech company based in Chicago. Kin primarily provides insurance to homes in Florida, a state where many other insurers are no longer able to operate due to various challenges (i.e. natural disasters, government regulations, inflation, etc.)

The Context

 

Kin used to have a chatbot that connected users to an agent during business hours. However, outside of business hours the chatbot wasn’t providing any substantial support.

By designing a chatbot that can provide support to customers 24/7, sales and customer support representatives would be better equipped to handle the volume of requests as Kin’s business continues to scale.

Goals

Responsiveness | How can customers feel confident that they will receive help in a timely fashion

Support | What can we do to ensure that customers feel supported during and outside of business hours?

Relevance | Does the customer need generic or specific help? How can we provide help to them in the way that they want it?

Methodology

As both the primary researcher and designer on this project, I utilized various generative and evaluative skills and tools to produce a data-informed solution

Research

  • Heuristic Evaluation

  • SWOT Analysis

  • Domain Research

  • Persona

Design

  • Conversation Diagrams (5 versions)

  • Moderated Usability Testing

  • Brand Design

SWOT Analysis

I conducted a SWOT Analysis (Strengths, Weaknesses, Opportunities, Threats) against Kin’s competitors to gain a better understanding of where their chat experiences were succeeding and where they had space for improvement

  • 4 competitors

Conversation Diagrams

I drafted up early versions of a conversation flow that would address any pain points that I observed in other chat experiences. Over the course of the entire project I drafted up a total of 5 versions of the conversation diagram, each one addressing issues that were discovered in prior versions.

Moderated Usability Test

After initial designs were done for our new chatbot, I conducted usability testing through UserTesting.com in order to identify areas where we could improve the experience further.

  • Platform: Usertesting.com

  • Participants

    • 5 total

    • Homeowners that have home insurance or are in the process of looking for new homeowners insurance

    • United States residents

    • Age 30+

ChatBot in Motion

Previous

Quote Compare
Next

The Sanga Initiative