- Overview
The Royal Automobile Club of Victoria (RACV) Ltd was founded in 1903 and is an unlisted public company. RACV (www.racv.com.au) is Victoria’s largest mutual organisation, employing about 2600 staff across more than 50 locations.
- Problem / Challenge
The problem was RACV wants to bring in more members by creating a new offer where ERA members can invite their friends or family members to their plan. There are 3 plans ERA offers. They are Basic care, Extra Care and Total Care. Total care being the most prestigious plan as compared to the other two. Based on which plan members are on, friends and family members of particular plan owners, will have access to particular dashboard. Needed to redefine the functionality of the new dashboards for each plan owners and the added members.
- Business Objective
The business objective is to raise standards of practice and service in the general insurance industry.
Scope of Work and Timeline
All the activities involved in this project displayed over a 04 months timeline.
Understand
User Research
Business Model
Long Term Goals
Define
Proto-Personas
MVP User Flows
Design Principles
Moodboarding
Ideate
Visual Inspirations
Building Blocks
Wireframing
Prototype
High Fidelity Designs
Prototypes
Design Principles
Defining the top 5-6 design principles for the RACV platform
Simple
Human
Activates Gratitude
Social
Instant
Accessible
RACV’s Design System
Defining a basic foundations of brand identify for the RACV
High-Fidelity Designs
We divided our design tasks into scenario and design on the basis of multiple scenarios.
MOA Dashboard (Driver & Plan Owner)
Scenario 1
User is an invited driver on someone else’s Multi ERA plan and accepts the invitation
Scenario 2
User has a single ERA plan, and is an invited driver on someone else’s Multi ERA plan & accepts it (there is no overlap of vehicles)
Scenario 3
User has a Multi ERA plan, and is an invited driver on someone else’s Multi ERA plan (there is no overlap of vehicles)
ERA management screen (Driver)
Scenario 1
Driver views detail of the plan they are invited to and accepts
Scenario 2
User takes a look at product detail before Declining the invite that has a double subscription on a vehicle
Scenario 3
Driver leaves a multi ERA plan they were invited to
Multi ERA invitations
Scenario 1
Existing RACV Member’s without a logged in account, logs in and accepts
Scenario 2
User takes a look at product detail before Declining the invite that has a double subscription on a vehicle
Scenario 3
Driver leaves a multi ERA plan they were invited to
Conclusion
Summarizing the experience, learnings and future plan
- Key Takeaways
Working with RACV was a great learning experience. We followed our pre-defined design process to create a solution backed by research and validation. We were able to gather interesting insights from the stakeholders and the end users which helped shape the solution for the better.
