Redesigning the adviser site – usability research

ARTICLE
23 August 2022 dot 3 mins read

AIA Australia (AIAA) is working to make the Adviser experience simpler, faster and more connected.

A key objective is to improve the Adviser portal and the AIA User Experience (UX) team is currently working with advisers on designing the new online experience.
 
We would like to extend our thanks to the Advisers who have taken part in the usability testing interviews to date and provided feedback which will shape the new Adviser Portal. 

Adviser feedback from the first round of research:

  • Advisers stressed that easily managing their existing business is their key need from the portal.
  • Overall Advisers found it easy to navigate around portal to complete the key tasks.
  • Quick access to critical retention and application information was a win for Advisers.
  • Adviser Code linking is an “exciting” improvement that will save time and frustration. Once codes are linked, an aggregated view is important to Advisers.
First Round Second Round
Registration, Dashboard & Navigation, and Adviser code linking Delegate Access feature with advisers, Policy Page, Delegate Onboarding flow, and Delegate Dashboard with support and admin staff
The new AIA Adviser Portal prototype scored:
96/100 93/100
Signifying that the areas of the portal that were tested have a best in market usability

Adviser feedback from the second round of research:

  • Overall Advisers found the onboarding process easier. Most understood the benefits of setting up an account for the new portal.
  • All Advisers found adding delegates easy and intuitive.
  • Support staff found the signup process straightforward. However, found the OTP verification step unnecessary.
  • While the Adviser dashboard captured all the required categories for application and retention, a few Advisers mentioned that it could be more visually appealing.
  • The delegate dashboard met expectations and participants saw the benefit of having one log in to service multiple Advisers.
We will be continuing our research with Advisers and Support Staff over the coming months as we continue to design the features of our new Adviser Portal and look forward to receiving further feedback to help shape our new Adviser Portal from those who have registered to participate.

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