Overview
At Farmers, our app had become stale and lacked core functionality our customers needed to successfully manage their accounts, therefore not many customers downloaded it or used it. We desired the app to be the change agent for our digital transformation as a company.
Problem Statement
How might we increase the adoption rate and NPS score of our mobile app?
Methods and Approach
Conducted heuristic review, user interviews, stakeholder interviews, created personas, task and user flows, Sketching & Wireframing, Prototyping, User testing, and Card sorting.
My Role
Design lead, customer interviews, user flows, information architecture, initial visual design.
Result
Increased adoption rate by 30%, NPS score increase of 12%.
Interactive Prototype