Building a webapp for MAIF operators
Research, conception, tests, change
Sketch, Abstract, Mixpanel
For many years, MAIF operators have been using IT tools to manage customer relations and claims.
These tools are embedded in software that hosts a constellation of applications, each with a specific function.
Over time, the software had been highly customized for the operators' needs. These customizations ended up making the software more heavy and this resulted in many performance problems (until the workstation itself shut down). Problems having a direct impact on customer relations.
The project therefore aimed to make a technology transfer from the electronic office to a web browser-based hosting.
Throughout the project, we were in constant contact with MAIF operators and their representatives.
The operators were divided into 3 business lines, each with a different approach to the software and its applications
We have conducted numerous observation sessions of MAIF operators in agencies and call centres. We also conducted a long series of user workshops throughout the duration of the project for each of the business lines. The idea was to collect as many needs as possible. These workshops took several forms: Focus group, co-ideation, card sorting, etc...
The research work allowed us to focus our work on two essential points in order to be able to succeed in the project of adaptation to a web navigation:
The browser had to be modified to meet specific user needs but also to avoid a number of navigation errors.
Some functionalities were only embedded in the e-business container. Its replacement would lead to the disappearance of those
At the very beginning of the project, the technical team had chosen to use the Firefox browser
Each business path carried out by MAIF operators followed a precise navigation scheme. During its processing, the user navigates from application to application via buttons or functions that allow an application to be opened.
However, a web browser natively possesses navigation functionalities that can compromise these business paths with, for example: the URL bar, the "next" and "previous" buttons, etc... We therefore had to offer a different version of Firefox by redesigning the heart of the browser.
The first user tests were relatively conclusive.
The modified browser:
More ergonomic than the container of the electronic office. It fully meets the business processing needs. The tab reminders (need to return to an already open application) via target attributes have been entirely reworked to make user paths more fluid.
The application launcher:
The fact of having assembled 3 functionalities in one and the same access on the interface allowed to lighten the interfaces. Users now know that to open an application, they only have one and only one access. Business application lists have been reworked and refined in conjunction with business representatives.
The navigation history:
The addition of additional information has made it easier to read the previous processes. Operators can more easily find the information they are looking for.
In real work situations, onboarding allowed users to understand their new environment. Because of their habituation to the old usages, the operators did not adopt the solution 100% from the beginning, without rejecting it.