Creating a new income protection product for Suncorp
Creating a new income protection product for Suncorp
Client: TAL / Responsive Site
Challenge
TAL acquired Suncorp's Life Portfolio of insurance products in 2019. They needed to create an income protection insurance product suited to both TAL's as well as Suncorp's customers. The product was yet to be defined, with a hard launch in 6 months across all customer touchpoints.
Then there was the future need: to address the outcome of the customer research TAL had done on Suncorp's customers, that showed a 'bundled' insurance product would deliver more value, giving the customer more flexibility and ownership.
Approach
TAL white labelled one of their existing income protection (I.P) product, tweaking its benefits and features to seperately align to Suncorp, AAMI and TALs customers. It was then packaged up and rebranded for online. Usability testing was done for the prototype of the product bundling to understand desirability of the products and where best to place them in the online journey.
What I did
I worked in two concurrent streams: I managed the ux delivery requirements for the mvp whilst embeded in an agile team. I also managed the definition of the product bundling in the online journey, informed through lab testing.
Tasks & Responsibilites
• Stakeholder Management • Affinity Mapping • User Stories
• Stakeholder Report • Prototyping
• Whiteboarding • Wireframing
• Usability Testing • Test Scripts
Result
The mvp launched on time and the outcome of the lab test helped pivot the direction of the product, benefitting Suncorp's and TAL's customers.
For the first time TAL realised how valuable it was to have an embedded UX designer in their agile team, with a depth of experience in digital delivery.
