My first project at Great-West Life was tackling the experience and behavior of the Contact Us page.
A variety of insurance products, from multiple brands, available all over Canada made the task of directing users to the correct contact information a challenge.
My approach was to ask questions in order to eliminate the results that didn’t apply, leaving only necessary information.
The editorial team made this solution work by writing questions that used plain language, that did not require a familiarity of Insurance lingo.
The design was a success based on the volume of messages and emails from customers. An amount that the company was not prepared for. Before the redesign, customers didn’t have an avenue for contacting the company other than using the telephone and waiting on hold.
Later the approach was applied to London Life and Canada Life websites.
[Since this post and the original design was used, the separate websites and brands for Great-West Life, London Life and Canada Life were rebranded and combined into one Canada Life website. Though I was not involved in the current iteration of the Canada Life website, the contact page still follows the original intentions of my proposed design. Users are asked a series of questions to limit the results and give clearer methods of contact.]
During the process of designing and presenting this design solution to stakeholders, a video was recorded via WebEx so that anyone unable to attend could view at their leisure. [I’ve edited to include only my own segment and voice.] The sound isn’t great, but it was never going to win an Emmy. ; )
