Assessing journeys against Consumer Duty guidelines

Unmoderated and moderated testing and assessment of insurance product journeys against Consumer Duty criteria for a leading insurance provider.

Photo of someone holding a phone sat down in front of a laptop

Overview

The insurance provider wanted a UX consultant to join their in-house team for 4 months to assess their product journeys against the recently published Consumer Duty guidelines published by the Financial Conduct Authority.

Goal

  • Conduct user-based evaluations of 4 primary products, assessing their compliance against Outcome 3 (Customer Understanding) and Outcome 4 (Help and Support) guidelines and meet their internal deadline of December 2023.

  • Communicate priority research insights succinctly to product owners and designers.

Outcomes

  • Assessment of 20 product journeys, documenting 30-40 usability findings per project journey.

  • Documents produced to explain the compliance and UX rating of each finding.

  • A handbook built for designers and product owners, to provide visual examples of common design and content issues linked to non-compliance, found during the research.

My role
Senior User Researcher

Method
Moderated usability testing
Unmoderated usability testing
Screeners for recruiting

Tools
Usertesting.com
Figma
PowerPoint
Excel

Year
2023

A woman sat down in an office with a notepad in her lap

Research

My responsibilities on this project included:

  • Managing personal deadlines, workload and self assigning projects

  • Updating the internal research team on progress with projects during daily stand-ups

  • Scheduling research kick-offs with product and journey owners

  • Deciding on the scope of each project (i.e. moderated or unmoderated)

  • Consulting with the internal research team on how best to recruit access needs participants using Usertesting.com

  • Coordinating with internal designers for their assistance creating prototypes for the relevant payment pages

  • Writing the discussion guide for review of the internal research team

  • Setting up the research project on Usertesting.com, which included:

    • Setting up the recruitment profile on Usertesting.com

    • Setting up the tasks and questions on the platform and sending for approval

  • Watching the recordings of the sessions and re-publishing if there were any issues

  • Analysing the research sessions using the transcripts and video clips

  • Writing up the findings in a shared excel and sending for review, ranking each finding against their compliance with Consumer Duty guidelines and the impact on UX with explanations

  • Creating a top 5 prioritised findings powerpoint deck which was presented to product and journey owners

Key learning and takeaways

  • When working in cross-functional teams to develop research materials, clearly communicate the asks and requirements you have early on to avoid delays to the research start date.

  • Experiment with new platforms using dummy tests and pilots before the test is launched to the general population.

  • When ranking research findings, when possible, discuss the compliance rankings and rationale with the risk team for their agreement, before communicating to product teams.