User Experience, User Interface

ICBC

I had the task of creating a redesigned web experience for ICBC.com that worked across all devices as well as create an Online Practice Knowledge Test that was fully responsive. The process started with many stakeholder meetings to determine scope, timeline and budget and then progressed to talks with the communications team to work out the visual direction.
I interviewed stakeholders and users to find out was was working well with the current site and what needed improvements. This gave us much better insight to the state of the website and good, candid feedback.
During the visual design process I created mockups for both a reimagined homepage experience as well as various interior content pages and components, and then tackled the task of creating a great responsive experience on mobile devices.
The biggest challenge for me during this project was creating a mobile navigation for the site that was able to go 3 levels down and was still intuitive for the user and not overwhelming. I went through many iterations before landing on a robust, yet simple to use responsive navigation that met both the needs of the stakeholders, and provided a good user experience.
After the visual design process was complete, we needed to validate our decisions so I created a usability test script and spent 3 days at the ICBC office facilitating usability testing. During this testing we recorded users going through the newly designed site on two different mobile devices and one tablet while I asked them to perform various common user tasks and then provide feedback. The testing was a huge success and we gained some valuable feedback, though no major design flaws were uncovered.
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