Overview
Real Advantage Title Insurance Company (RATIC) is a child company to Orange Coast Title. The web application they had before me was old not only needed a design refresh but also needed the added functionality of being able to work with companies from outside the "family of companies".
The goal of this project was to identify any usability issues with the initial release as well as add the ability to handle outside users to create and find Cover Protection Letters (CPLs).
My role
UI/UX and Front-End Development
User Research, Interaction, Visual Design, Prototyping & Testing, and Front-end development
Before, working with internal clients was very straight-forward but now that the company was working towards opening up the service to the third party clients, we needed to consider all the different processes that potential customers already implement in their everyday workflow.
We needed to do this in a way where the user-experience did not feel confusing or over-crowded or else we would jeopardize the possibility of the user getting frustrated and going back to something they were already familiar with. Another problem we faced was a way for Administrators to oversee new "Entities" being added from both internal companies and new third-party companies.
Users of the system had very little complaints with the overall functionality of the sight but did complain about some usability issues, such as not being able to find previously made CPLs, that we decided to address.
I conducted research interviews with some of our primary users to uncover any pain points they experienced with the active version.
Top pain points identified:
After discussion with stakeholders, the acceptance criteria for the new version of the site would need to cover.
New functionality would include:
