Various research techniques were used to collect insights, inspire new ideas and formulate strategic thinking for this project. The design team spent time with experts and consumers learning about their environments, culture and habits. The approach concentrated on deep information from a small number of people to understand why people act as they do, and [...]
Over the course of three weeks the research team visited 15 individuals across three states to explore peoples’ relationships to insurance and their needs as they relate to engagement, participation, and decision-making. The research explored a range of attitudes and behaviors.
Because of mobile devices’ smaller form factor and input constraints, the mobile channel isn’t suitable to input an entire enrollment application. However, there are discrete actions where mobile devices can provide a useful supplement to the overall enrollment experience.