Ombudsman Client, UK – Portal Design and Prototyping
Challenge Build the organisation’s digital presence without alienating stakeholder groups who interact with the ombudsman. Help the client be more open to change.
Role for research Understand different user journeys through an end-to-end claims process. Explore the needs of vulnerable customers and those with accessibility needs.
Opportunity The organisation suffers from a perception problem. People arrive mistrusting financial organisations so question whether the ombudsman is friend or foe. Users confuse the organisation’s impartiality with inconsistency.
Key outputs B2B and B2C low fidelity prototypes and portal designs.