Gabriel Santos
Lead Experience Designer
Rebecca Cornwall
Head of User Experience
Kath Rochjadi Digital Customer Experience Research Manager
Their objective was to map the journey Queenslanders go on when choosing a car insurance provider and policy. Specifically, they wanted to unearth their drivers of behaviour (from research to policy selection), any challenges they encountered as well as ways in which the experience could be improved in the future.
Ran an online, unmoderated video response tasks via their in-house research platform.
Received qualitative insights from 16 Askable panel members in under 48 hours.
“Askable allowed us to define the customer experience in a way that was not possible with traditional data analysis. The qualitative research findings helped to inform a customer-centric communication/acquisition strategy for our client. Moreover, we were able to identify meaningful product updates which would alleviate the barriers to purchase identified in the findings.”
Katherine McCulloch
Senior Research Manager
Douglas Nash
Head of Design Thinking
Amy Hart
Senior Professional National Project Support Unit
Mat Lyons
Experience Researcher & Psychologist
Jamil Premji
User Researcher
Bryan Sun
Experience Designer
Chris Spooner
Sourcing Project Manager
Annika Brock
User Experience Designer
Armando Bretón
UX Design Consultant
Pete Chamberlain
Senior UX Researcher
Tina Tran
Product Manager
Ashley Broatch
UX Research Lead
Zoe Wicks
Customer Research Manager
Rob Demasi
Design Researcher
Ross Gales
Director - Design & Strategy
“By speaking to these customers, we were able to identify what features were most important and mapped out the most preferred flow for customers. One of our assumptions going into the testing was comprehensively rejected by participants, which informed the development of the final designs of the product.”
Vivin George
Design Researcher
The goals was to understand customer mental models in relation to a new experience and to gauge people's preferences on various UI flows we had created.
Ran an in-person usability test.
Locked in 12 participants in 24 hours and received qualitative insights from all.
Toby Guillesser
UX Research Lead
Rachael Geaney
User Experience Designer
Tim Case
Service Design Lead
Robbie Turner
Senior Product Designer
Allan Huang
UX Researcher
Talia Yat
UX Research Lead
Stuart Emmerson
Senior Business Designer
Jules Munford
Head of Product Design
Gerard Hynes
UX Specialist
Petar Konakov
Senior UX Designer