Limited public details available.
About the company
John Hancock is one of the largest life insurers in the U.S., offering high coverage limits with few age restrictions. They offer an array of other financial products and services, including retirement plans, investments, long-term care insurance, annuities, and college savings plans.
About JHINI
JHINI is an internal, conversational application for sales enablement. It empowers the Sales and Distribution team with hyper-personalized and insight-driven actions to create a unique, seamless, and efficient sales experience to engage producers and grow sales. Despite its recent launch in January 2024, it has already contributed several thousands in placed premium. (Check out its mention in Manulife's Q1 2024 results press release).
My role
As a senior experience designer, I was brought into the project April 2023 to help design how this brand new product would look and function. The team had a lot of ideas, creativity, and ambition, including their own prototype with test data pulling through, and strong relationships with sales and distribution team members, which was a huge head start.
My approach included:
Helping coach the team to lead with user experience before specific features and technology.
Schematic diagramming and wireframing screens in low-fidelity for several months before high-fidelity to validate concepts and align on highest priority screens and features, reviewed weekly.
Capturing notes on key decisions, outstanding questions, and frontend specs.
Rigging interactive prototypes at key decision points for fuller alignment on the experience, micro-interactions and responsive behavior, and in order to conduct usability testing ahead of the full build.
Leading in-depth interviews and usability testing with 18 sales and distribution team members with the assistance of two UX colleagues, compiling a report, user personas, and running an effort/impact exercise to prioritize remaining items pre-and post-launch.
Helping QA and write bug tickets for UAT findings.
Assisting with visuals for a promotional video premiered at annual sales summit.
Continuing its evolution by:
Staying connected in standups with our PO, Open AI team, QA, engineers, and business leaders.
Monitoring the app's usage courtesy of the advanced analytics team dashboards.
Conducting ongoing research, usability testing, and feedback sessions to represent user needs.
Designing/helping spec new enhancements in partnership with our frontend engineer.
Onboarding a junior UX designer for additional support.
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