BALTA’s team needed support to ensure its high standards weren’t slipping. They wanted a simple action plan for optimizing online experiences and dealing with any current frustrations.
Our report set out ways to improve user experiences ordered by ease, cost, and urgency. We gave the BALTA team new insights into the most pressing issues. And by using a heuristic evaluation we could quickly provide a problem severity scale as well as the best solutions.
An entire website redesign was something the BALTA team was keen to avoid. So we presented specific interface improvements that would still make a significant difference to users.
Our UX Expert Review showed BALTA how to reduce its UX debt – the higher cost of maintaining a good user experience due to shortcuts taken during the creation and development process. With our report, BALTA received a definitive action plan for improving its portal usability by prioritizing problems. With a renewed understanding of its customer journeys, BALTA is also able to make changes that will increase online sales, claims, and renewals now and into the future. So it can stay one step ahead of the competition.