Framing
Business Goal
Businesses often hire office assistants or third party bookkeepers to perform noncritical but recurring tasks like paying bills, maintain payment records, responding to audit questions etc. They often end-up in potential data and information security breach, when they have share their credentials to these apps.
Business goal was to offer a function within the Business Insurance Self-service app using which business owners can delegate access rights to other users. They should have ability to decide what tasks and data the users see in the app.
Problem
Enable a secure, customisable, and scalable pattern for users across various levels in the company to assign access rights. This pattern should work across most of the authenticated apps.
Challenges
Every company has its own roles, reporting structure, and task allocation. We could not assume one particular model for roles and structure. The needs change across scale of business.
Solution Highlights
Enable a secure, customisable, and scalable pattern for users across various levels in the company to assign access rights. This pattern should work across most of the authenticated apps.
Research
We wanted to understand the how companies at different scale function while doing their insurance related tasks. We had the following questions:
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Which role does things by themselves vs which role assigns task to others?
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What kind of tasks are done by the which role?
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For each role - what do they do the most vs what do they assign the most?
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What is the frequency of tasks?
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What is the pattern when the assign tasks - do they assign and forget, do they supervise?
Survey
We surveyed around 500+ users comprising of Business Owners, General Manager, Head of Finance, Risk Managers, Claim Managers, Accountants, Book Keepers, etc. We asked them how they perform insurance related tasks like Paying a bill, Requesting Certificate of Insurance, Taking safety checklist etc.
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For every role we got importance of each task, frequency, and if the task is done by themselves or being delegated. This also gave tasks which are often delegated and roles who delegate them - these were the candidates for MVP delegation.
Interviews
We also interviewed 8-10 internal stakeholder representing different functions of business. Each painted their view of the customer organisation. Taking a role who would be performing that function we focused on the needs, tasks, and who the person works with. We documented these conversations as concept maps.
Design
Middle market persona family:
The Risk manager
The Office Manager
Small market persona family:
Workshop
The survey results and the stakeholder interviews gave a comprehensive list of ‘delegatable’ tasks. Then we asked the stakeholders to maps them across key personas derived from the roles coming out of the survey.
Design principles
Let users control their data, processes, roles, and tasks
Information and data security in the experience reassures user confidence
Solution
Delegator providing delegatee's name and security details
Delegator providing billing access
Delegator providing delegatee's name and security details
Delegator providing delegatee's name and security details
Delegator's view of all delegates
Dashboard view of adding delegates
