Cover Genius, Partnerships design team

At Cover Genius, I took on the role of UX designer in the APAC Partnerships team. This involved solution designs within the e-commerce flow for new partners, adding our insurance panels into their existing landing pages and user flows for a seamless experience and ensuring best practices both for the client user. This would involve ensuring that the solution flow could meet CG requirements in terms attach rates and engagement, while causing as little friction as possible with the client's user flow and having minimal effect on their overall conversion rates.

In my time at Cover Genius, I successfully worked on a large number of high-profile accounts such as Air Bnb, ebay, Jetstar, Flight Centre, Ticketek, Agoda, Luxury Escapes, GoSee, Keller Williams and many others.

One of the biggest challenges in this role was the lack of transparency from the partners in terms of analytics. The team had no real way to track the success of our panel designs or insurance offerings in terms best practices. It was difficult to understand what was working and what wasn't without live data, and partners were often reluctant to share the results of their own testing because of privacy issues. This made it very difficult to explain or convince new partners to adopt our panel design standards without hard evidence of both their success promoting conversions and that our solutions would not cause friction in their overall user journey.

To tackle these issues, we designed some Multivariate testing Prototypes for our partners to test but again it was difficult to obtain hard data from them. I also used some internal tools such as Usability hub to trial a user test, but again with limited success because the use of our panels does require some further context. I often actually found that the insights gained from these tests actually went against our company mandated UX best practices, which was a bit problematic.

In order to improve our UX process in this regard, we began to build an analytics tool which could be used on partner websites in a limited capacity which did not involve dropping cookies onto their own websites, but using simple metadata to pull in single information fields and using our CG API to publish these fields into Google (Looker) studio. I feel like once this is tested and goes live, it will be a game changer for the partnerships team if our partners do come on board with it. I played an important role in planning, mapping and designing this tool for Usability as I immediately understood the importance of this tool and how it could be used to vastly improve our our designs in terms of A/B testing, understanding what content and also what insurance offerings were converting well.

This internal tool is going to be a game-changer for how the CG Partnerships team understands, scopes and delivers their solutions designs to future partnerships.

Please don't hesitate to contact me to view working, interactive prototypes of these projects.