Intact Financial
Intact Financial
Six research projects informing digital insurance products.
Six research projects informing digital insurance products.
Six research projects informing digital insurance products.
Role: UX Research Intern
Organization: Intact Financial Corporation
Length: 8 months (May-Dec 2023)
Tools: Figma, Miro, UserTesting, Dovetail
Role: UX Research Intern
Organization: Intact Financial Corporation
Length: 8 months (May–Dec 2023)
Tools: Figma, Miro, UserTesting, Dovetail
Role: UX Research Intern
Organization: Intact Financial Corporation
Length: 8 months (May-Dec 2023)
Tools: Figma, Miro, UserTesting, Dovetail
Competitive & benchmarking
Moderated usability testing
Comprehension of copy
Unmoderated usability testing
3 topics moderated testing
2 usability testing and 1 A/B testing
Quantitative analysis of live ratings & feedback
Quantitative analysis of live ratings & feedback
Preference of copy
Mixed methods A/B usability testing
Open co-creation
Closed card-sorting
Moderated usability testing
Unmoderated A/B usability testing
Preference of copy
Mixed methods A/B usability testing
Projects
Projects
Projects
Moderator
I moderated roughly half of the tests, where each took an average of 75 minutes to complete
I received feedback from my Senior researcher and some of the stakeholders (observers)
Note-taker & Tech Setup
For technical setup, I reset the equipment before each test. Additionally, I intervened during tests if I noticed any major technical issues.
As a note-taker, I recorded observations and drops, and organized each note file
Methods
The UX Audit was completed to meet these objectives in the form of competitive and benchmark usability tests
Participants were recruited by an external agency according to our inclusion/exclusion criteria
Two weeks of in-person testing using mobile webpage
The usability tests were split into two parts:
1. Flows of the actual websites
2. Flows of screenshots
Flows of screenshots were initially planned to be printed and shown to users using the “Wizard of Oz” technique
Instead, I suggested bringing all screenshots to Figma and prototyped them to automate this process
Next steps
With the Senior Researcher and UX Manager/Strategist we discussed and documented some preliminary insights
The senior researchers will have a deeper dive into extracting insights and recommendations for the report
My involvement in this project ends here, as I shift to the next project I will work on with another team
Usability tests
Instead of using the tool Lookback, I proposed to use Zoom to capture video, audio, screen, and transcript recording, which turned out to be the more efficient method
The Senior researcher wrote a moderator guide, and I wrote a checklist
We alternated our roles as moderator and note-taker/tech-setup
Usability tests
Instead of using the tool Lookback, I proposed to use Zoom to capture video, audio, screen, and transcript recording, which turned out to be the more efficient method
The Senior researcher wrote a moderator guide, and I wrote a checklist
We alternated our roles as moderator and note-taker/tech-setup
Methods
The UX Audit was conducted in the form of competitive and benchmark usability tests
Participants were recruited by an external agency
Usability test sessions were split into two parts:
1. Flows of live websites
2. Flows of screenshots
Instead of printing screenshots and manually alternating between screens, I suggested bringing all screenshots to Figma and prototyped them to automate this process
Objectives
Understand how our digital flow competes with that of other major insurance companies
Benchmark the performance of our proposed new design against our current design
Objectives
Understand how our digital flow competes with that of other major insurance companies
Benchmark the performance of our proposed new design against our current design
1. UX Audit
One of seven Figma prototype flows prepared for usability testing
Moderator
I moderated roughly half of the tests, where each took an average of 75 minutes to complete
I received feedback from my Senior researcher and some of the stakeholders (observers)
Note-taker & Tech Setup
For technical setup, I reset the equipment before each test. Additionally, I intervened during tests if I noticed any major technical issues.
As a note-taker, I recorded observations and drops, and organized each note file
Analysis
I watched each video and took notes of the results onto a large thematic analysis board on Miro
Metric results were analyzed, and themes were surfaced through the thematic analysis
Analysis
I watched each video and took notes of the results onto a large thematic analysis board on Miro
Metric results were analyzed, and themes were surfaced through the thematic analysis
Report
The insights report was created, iterated, and finally presented to the stakeholders of the product team
I participated in brainstorming discussions to address some of these insights
The report was then utilized by the product team to start drafting a second iteration of the design, while implementing some of the recommendations
Report
The insights report was created, iterated, and finally presented to the stakeholders of the product team
I participated in brainstorming discussions to address some of these insights
The report was then utilized by the product team to start drafting a second iteration of the design, while implementing some of the recommendations
Methods
The evaluation was done through an unmoderated usability test
I planned the test methodology on Miro and set up on UserTesting, while making sure that all requirements from the stakeholders are met
Touchpoints were set with senior researchers to validate my test plan
Objective
Evaluate the first iteration design of a new service line to be launched soon
Objective
Evaluate the first iteration design of a new service line to be launched soon
2. New Product
Methods
The evaluation was done through an unmoderated usability test
I planned the test methodology on Miro and set up on UserTesting, while making sure that all requirements from the stakeholders are met
Touchpoints were set with senior researchers to validate my test plan
Methods
The requirement was to execute these 3 tests under an hour of moderated sessions
I planned these three tests simultaneously on Miro, wrote 3 different moderator guides and printed test materials
These were then sorted into their own color coded folders
Analysis and report
The analysis and report were picked up by another senior researcher, as the first half of my internship ends here
They took notes using the format of my moderator guides, and also found the guides easy to use for notes and analysis
The report was delivered to the 3 different teams
Objective
Execute 3 short research requests for 3 separate topics while being efficient with resources
Objective
Execute 3 short research requests for 3 separate topics while being efficient with resources
3. Multi-tests
Moderation
Before each test, I handled tech setup and re-arranged the order of these folders according to my randomization chart
This would make moderation easier by taking the correct guide and materials with minimal friction between tests
I moderated most of the tests, but I received additional support from a senior researcher for the moderation
The researcher expressed amazement of being able to moderate these 3 tests one after the other without knowing anything about the topics prior, simply by following my folders' instructions
Moderation
Before each test, I handled tech setup and re-arranged the order of these folders according to my randomization chart
This would make moderation easier by taking the correct guide and materials with minimal friction between tests
I moderated most of the tests, but I received additional support from a senior researcher for the moderation
The researcher expressed amazement of being able to moderate these 3 tests one after the other without knowing anything about the topics prior, simply by following my folders' instructions
Methods
The requirement was to execute these 3 tests under an hour of moderated sessions
I planned these three tests simultaneously on Miro, wrote 3 different moderator guides and printed test materials
These were then sorted into their own color coded folders
Analysis and report
The analysis and report were picked up by another senior researcher, as the first half of my internship ends here
They took notes using the format of my moderator guides, and also found the guides easy to use for notes and analysis
The report was delivered to the 3 different teams
Methods
My senior researcher was in charge of planning moderated sessions (co-creation, usability test, and closed sorting)
I was in charge of running an A/B unmoderated usability test
I continued my routine of planning the test on Miro, understanding requirements from the product team, and launch the tests on UserTesting
Meanwhile, I also helped my senior researcher moderating some tests, taking notes, and creating a note-taking template
Objective
Co-lead a large information architecture restructure research for upcoming needs
Objective
Co-lead a large information architecture restructure research for upcoming needs
4. IA Restructure
Analysis and report
Analysis was initially done separately, I focused on the test that I planned and launched, but eventually cross-pollinate insights and recommendations with those of the senior researcher
This time, my analysis was done on Dovetail, and worked out very well due to the nature of my test
Our insights were then combined into a large report and we co-presented to the product team and execs
Analysis and report
Analysis was initially done separately, I focused on the test that I planned and launched, but eventually cross-pollinate insights and recommendations with those of the senior researcher
This time, my analysis was done on Dovetail, and worked out very well due to the nature of my test
Our insights were then combined into a large report and we co-presented to the product team and execs
Analysis and report
Analysis was initially done separately, I focused on the test that I planned and launched, but eventually cross-pollinate insights and recommendations with those of the senior researcher
This time, my analysis was done on Dovetail, and worked out very well due to the nature of my test
Our insights were then combined into a large report and we co-presented to the product team and execs
Methods
My senior researcher was in charge of planning moderated sessions (co-creation, usability test, and closed sorting)
I was in charge of running an A/B unmoderated usability test
I continued my routine of planning the test on Miro, understanding requirements from the product team, and launch the tests on UserTesting
Meanwhile, I also helped my senior researcher moderating some tests, taking notes, and creating a note-taking template
Illustrative Dovetail analysis; not actual project data.
Illustrative Dovetail analysis; not actual project data.
Illustrative Dovetail analysis; not actual project data.
Methods and analysis
Requested recent 6 months intercept NPS score and feedback data from the DataOps team
Cleaned up the received raw Excel sheet containing the data
Coded each written feedback into types or topics
Organized and cross-analyzed brands, NPS group (detractors, passives, promoters) and feedback type, while identifying quantitative trends
Objective
Execute a semi-yearly NPS analysis to track the performance for one of our products
Objective
Execute a semi-yearly NPS analysis to track the performance for one of our products
5. NPS Analysis
Report
Created an executive-targeted report, showing an overview of the NPS performance and feedback by brand, and also making more detailed findings available in the report
Presented report 3 times: research team, product team, and executives
This NPS report was also taken by my manager to present at their steering meeting
Illustrative NPS analysis in Excel; not actual project data.
Methods and analysis
Requested recent 6 months intercept NPS score and feedback data from the DataOps team
Cleaned up the received raw Excel sheet containing the data
Coded each written feedback into types or topics
Organized and cross-analyzed brands, NPS group (detractors, passives, promoters) and feedback type, while identifying quantitative trends
Illustrative NPS analysis in Excel; not actual project data.
Report
Created an executive-targeted report, showing an overview of the NPS performance and feedback by brand, and also making more detailed findings available in the report
Presented report 3 times: research team, product team, and executives
This NPS report was also taken by my manager to present at their steering meeting
Illustrative NPS analysis in Excel; not actual project data.
Methods
Requirements to conduct a large mixed methods testing with 4 groups of A/B testing
Tests were planned on Miro and validated by my senior
All tests were unmoderated and launched through UserTesting
Strategized analysis focus points while data is being collected
Involved designers to help in the note-taking to expedite this process
Objective
Benchmark new vs. old copy and illustrations to foster more success and intent during the activation of one of our products
Objective
Benchmark new vs. old copy and illustrations to foster more success and intent during the activation of one of our products
6. Activation testing
Methods
Requirements to conduct a large mixed methods testing with 4 groups of A/B testing
Tests were planned on Miro and validated by my senior
All tests were unmoderated and launched through UserTesting
Strategized analysis focus points while data is being collected
Involved designers to help in the note-taking to expedite this process
Analysis and report
Due to time constraints of my internship ending soon, and that other researchers were fully booked with their end-of-year project, my analysis and report were done simultaneously
This is to keep up with the timeline by strategizing what goes into the report based on the analysis focus points
I was able to build a comprehensive report of the findings with full insights and recommendations, and presented to the product team on my last day of internship
Analysis and report
Due to time constraints of my internship ending soon, and that other researchers were fully booked with their end-of-year project, my analysis and report were done simultaneously
This is to keep up with the timeline by strategizing what goes into the report based on the analysis focus points
I was able to build a comprehensive report of the findings with full insights and recommendations, and presented to the product team on my last day of internship
Lessons learned
Lessons learned
Prioritize Effective Documentation
I’ve learned to always set my first focus on effective documentation and reports that tailor to stakeholders’ needs. Often, we want to report every detail and finding to make sure we don’t potentially miss out on anything. However, we need to remember the “users” of our report, which are often executives and decision-makers. What they need to know is the “so what?” and “what are my next options?”.
Embrace Qual & Quant Research
Not only did I significantly strengthen my qualitative skills, I also learned to embrace quantitative methods in my projects. As someone coming from a more qual background, the idea of quantitative methods in UX initially seemed intimidating, and even more-so with mixed methods. However, exploring both was a game-changer, and helped me diversify my research approaches. This helps me understand which research methods best to use when tackling different types of research goals.
Actively Network and Collaborate
Before starting, I was worried about having imposter syndrome, and whether I would be able to make strong connections with my colleagues. Since this was my first ever real internship experience at a corporate/office level, a lot of this networking and office culture was relatively new to me. However, I had the chance to have a lot of 1:1 meetings with people from my department during onboarding. This helped me break the ice, and eventually establish long-lasting professional relationships and even friendships that persist outside of work.
