AA business account

Overview

The project’s objective was to replace a problematic sales journey and my account area with a faster, reliable and more user-centred service.

On purchasing business breakdown cover, customers are prompted to create an online business breakdown account for the purpose of registering their vehicles against their policy. Customers can also manage their policy cover levels, purchase upgrades and renew their policy within their AA business account.

What was delivered

During the discovery phase, I ran a problem-framing session with key stakeholders. Its objective was to define the project’s scope, understand the problem, and to establish the project’s success metrics. The session enabled the team to agree upon a set of agreed principles and define the MVP. 

Next, a 6-week design and testing phase was run, where a low-fi My Account prototype was created to test the assumptions and hypotheses derived during the problem-framing workshop. Later, high-fidelity mobile and desktop prototypes were used for the final rounds of testing.

In total, 5 rounds of unmoderated user testing were conducted, with over 30 participants composed of business account holders. My final outputs were a set of responsive visual designs built in Sketch.