With insurance being a grudge purchase for most people, mbf faced the challenge of presenting their products and services through an interface design that was efficient, effective and satisfying to use. Whilst the site is required to provide easy access to product information, it also needs to serve existing members, through effective self service.
User experience and information architecture
Extensive collaborative card sorts with key mbf stakeholders were conducted to feed into the user centred design process. The resulting information architecture was subsequently tested with users to validate the design.
One of the biggest challenges in the design of the site was to provide more effective pathways for users to research, compare and select products that were right for their personal requirements and stage in life. We designed a product comparison process that allows users to enter the minimum information to find the most appropriate product for their needs.
The member centre was also designed to allow members to manage their membership online. MyMBF allows users to check their current cover, make claims, pay premiums and change their cover through a user-friendly interface.