The problem
Glovebox had a great idea, but it was hard to see it through the existing UX and design. They had a mobile app that digitally centralized customers’ policy information plus a web app for agents to administer those policies. With tens of thousands of users, an in-house development team, and a proven product fit, the future looked bright.
However, without professional-grade design and UX, the interface baffled Glovebox’s agents and customers. Conversions weren’t where they should be, and the support team was inundated with calls from perplexed, dissatisfied clients.
Our solution
We recognized that the app needed an intuitive user design supported by a sophisticated, branded appearance. So, we integrated the latest UX standards and user research into our design thinking.
We took the screens from cloudy to crystal clear, from flow mapping to wireframing to design and through to handoff. The usability breakthroughs assuaged previously frustrated users. They knew precisely what action to take, and the app looked good enough to drive conversions.
Industry
Cozy Services
“They understand the importance of UX within a broader organizational context, which is really powerful. The team is instrumental in providing innovative solutions to UX challenges, and their communication, flexibility, and responsiveness have been great.
— Jason Amunwa, Director of Product, Glovebox Inc.
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The app suffered from poor navigation, hierarchy, and unclear next steps for the user. The interface was laid out by and for engineers — lots of tables with all the features you could imagine — without focus on where the client should look first or go next.
Original GloveBox policy holder app screens
The user logged in and immediately felt lost. (Not a good sign when most of the first screen is instructions…)
The colors, font, and typography clashed in the underdeveloped brand. With a less tech-savvy client base, the app caused frustration for users and the company alike.
Glovebox was growing at a rapid pace, outpaced yet by customer support calls. Where was there to go?
We were told, “Don’t do a dramatic app redesign. Make it modern, make it prettier.” So for a few months we worked on a reskin of the client-facing app. We initially planned to refresh the app but not touch the UX or change what screens were where.
We knew, however, that you can’t successfully reskin without touching the user experience. That meant looking at the agent-facing web app as well.
For the app to work better, it can’t just look pretty. It needs to work intuitively for the user in ways they ultimately need, without even knowing until they use the app.
So, we started conceptualizing the content and structure on each page and how it flowed from one task to the next.
As we progressed into on going project-based support, Glovebox’s product manager would provide a project brief that detailed the tasks a user needed to carry out and the flow of information in the system to support that task.
Our job was to translate that task into usable screens.
Here's what we did
“UX requires understanding the user and business needs before designing the interface.
Meng Li, Cozy UX designer
Resolving a UX/UI challenge for attributing data sources
The atomic design methodology provided a practical build framework for us to conceptualize the user interface and the series of its parts. Every level in our interface design system’s hierarchy builds on the level before to ensure consistency and efficiency in the build and design processes.
Let's chat about your digital needs. We love to be the good guys. We know you've probably been burned before, and our first job will be to rebuild your faith. That starts with a cuppa joe, on us.
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