TheClaimGuys

UX Research, flow, use cases, wireframing and prototyping

The Claim Guys is a company that helps individuals and businesses claim back Payment Protection Insurance ( PPI ) refunds. As a UX designer, I was tasked with redesigning The Claim Guys' financial application to guide users through the PPI claim process.

Research

To begin the redesign process, I conducted extensive research to gain a deeper understanding of The Claim Guys' users and their needs. I interviewed current and past users, as well as the company's customer support team. The insights I gained from these interviews helped me identify pain points and areas for improvement in the current application.

I also conducted a competitive analysis of other financial applications to identify best practices and benchmark The Claim Guys' performance. From this analysis, I discovered that the application lacked clarity and guidance, resulting in confusion and frustration for users.

Design

Based on my research, I developed a design strategy that focused on improving the application's usability and guidance for users through the PPI claim process. I created wireframes and prototypes to test various design concepts and gather user feedback.

One of the key design decisions I made was to simplify the application's navigation by breaking the PPI claim process into manageable steps. This change not only made the application more user-friendly but also reduced the likelihood of errors and user frustration.

Another significant design change was the inclusion of clear and concise guidance throughout the PPI claim process. I added tips, explanations, and examples to help users understand each step of the process, increasing their confidence and reducing the likelihood of errors.

Testing and Iteration

Once the design was complete, I conducted usability testing to ensure that the application was easy to use and met users' needs. I recruited a diverse group of users to test the application, including individuals with limited financial literacy and users with limited technical skills.

Through testing, I discovered several areas where the application could be further improved. For example, users with limited financial literacy struggled to understand some of the terminology used in the application. I made adjustments to the wording to improve understanding for all users.

Conclusion

In conclusion, the redesign of The Claim Guys' financial application focused on enhancing usability and guidance for users through the PPI claim process. By conducting thorough research, developing a comprehensive design strategy, and testing the application with a diverse group of users, I was able to create an improved user experience that met the needs of The Claim Guys' customers. As a result, The Claim Guys saw an increase in successful PPI claims and customer satisfaction with the application.