SIMONA

What we did

Unisalute Website

Overview

The UniSalute website serves as a dynamic corporate showcase, highlighting new products and a comprehensive range of services. As Lead Designer and Ux Manager, I spearheaded this project in close collaboration with the company’s Digital Marketing team. It was the final piece of a large-scale redesign initiative across the entire application ecosystem, ensuring seamless UI/UX consistency and enhancing the customer journey through various touchpoints and tools. My role primarily involved coordinating multiple external teams to integrate design elements with IT processes.

Framing the problem

Working with marketing as a UX expert and part of the IT team, I evangelized and advocated for new features such as the login and authentication process. The suggestions were data-driven and based on the number of user accesses, which revealed the heavy traffic and number of visits that went through the home page just to get to the reserved area entry point. In addition, data and contact center segmentation revealed the volume of issues users were having with managing their credentials and understanding when to be activated as a registered user.

My role

LEAD DESIGNER & UX/UI PROJECT MANAGER : management and supervision of a system integrator team for UI/UX development and delivery, project management of design part. UX EXPERT : collaboration with Marketing and communication dept. in finding digital touch points and branded digital patterns, supervision and coordination of UX-UI related themes with rerence to the implementation of processes forecast for the new releases, follow-up of the design issues.

The team

Simona: Lead Designer, Project Manager
Lorenzo: Lead  developer, Project Manager
Stefano: Head of multichannel
Elisa: Head of Digital Marketing

‍

See all

Massimiliano: PM Integrator
Gianmarco: UI/UX Design integrator
Ilaria: Back-end Developer
Alice: Front-end Developer
Matteo: Front-end Developer

‍

Business & Brand Goals

Compared to the previous website, the entire platform’s focus had to shift to online insurance sales due to a business decision. This input was then discussed with other work teams to integrate the goal of maintaining full usability and easy access to services reserved for policyholders. Additionally, updating the company’s website was necessary to ensure communicative consistency and customer journey alignment with all the other redesigned touchpoints.

Our approach

We involved multiple partners and system integrators to ensure timely delivery and progress on multiple issues simultaneously. I personally oversaw the design aspect and adherence to the design system, as well as the integration of new components, services, processes, and flows. I also worked with the Corporate Digital Experience team to design and integrate an online sales system for selling insurance packages, addiction services, and insurance products. Meanwhile, I completed the proposal for a new login/registration/credential recovery system in compliance with updated privacy laws.
01

Project Management

‍

  • Project Gantt Definition
  • Functional analysis for UX/CX side
  • Managing multiple agencies and system integrators on the UX/UI design side
  • Manage system integrators and integration processes on front-end and IT side
  • Collaborate with Digital Marketing and Communications to define workflows and tasks
  • Work with Legal & Compliance on privacy/cookie policy/tracking objectives
  • MVP definition
  • Follow up on bug fixes and performance
02

CX, Interaction Design

‍

  • Analyze a wide range of digital touch points and IVR systems
  • Monitor consistency across communications (mail - notifications - applications - restricted areas - IVR - legal - privacy and profile settings - login - registration - credential reset)
  • Ensure consistency across UI & design system implementation
  • Continuously update with the Corporate Digital Experience organization to ensure a CX that reflects the way the group interacts with users
  • Design scalable solutions for use across multiple devices and situations (e.g. agency back office PC & contact center local devices, i-pads, mobile phones, desktops)
03

UX/UI Design

‍

  • Flow analysis for registration management and user profile management (privacy/management of credentials/minor profiles or supervised persons to be ensured)
  • Sketch and collage my world assessments
  • Focus groups with Legal & Compliance
  • Wireframing & prototyping
  • Mockups/Visuals
04

Design Leading

‍

  • High-level wireframing to address tasks
  • Task management
  • UX/UI design reviews
  • UI & UX mentoring for various business units
  • Front-end development review of deliverables
  • Follow-up and bug management for UX/UI design and front-end fixes

Credential management feature

The new credential management feature is designed to help users better understand their personal onboarding process. In fact, the suggested process may vary depending on the cluster and the type of user requesting to register, log in, or reset credentials. Our goals were: clarity of communication and process, more autonomy for users to complete the process (we provide an online solution that is compliant but more user friendly than a mandatory call to the contact center), segmentation and personalization of flows based on user clusters.
No items found.

Suggested Solution

We decided to implement an initial system to segment user types and provide a personalized process. Next, we broke down the entire process into multiple steps, enabling users to identify errors or missing data in real time without needing to start over. Additionally, formatting requirements—such as password formatting—are explained directly on the screen and dynamically updated to demonstrate compliance. The messaging system, displayed through overlays associated with each step, communicates errors or warnings as clearly as possible.

What I learned

From this project, where I transitioned my technical expertise into coordinating people and partners, I learned to adopt a high-level, cross-platform perspective on the services we offer. This allowed me to ensure consistency and enhance the customer experience for our company. Being part of this transformation enabled my growth and emphasized the importance of keeping the end goal in mind for a product or service. If I were to start over, I would rely less on my technical knowledge and focus more on openness to new processes and collaborations.

Brand reputation results

Being part of this project allowed me to improve both users’ lives and the company’s brand reputation. I am very proud of the results achieved with the release of the updated application suite. On many platforms, such as TrustPilot, our work has been a crucial piece that transformed the rating from mediocre in 2018 to excellent, reaching a Trustscore of 4.4. Even in 2024, there are still numerous positive opinions from customers regarding the digital transformation we implemented.

No items found.

See More Works

Explore other projects to learn more about my professional experience and my work.
Team Leading
4.1.2024

Aruba Websites

Product Design
1.1.2022

UniSalute Up

Product Design
7.1.2023

Lane Options & Neoverse

Simona Orlandi

Contact me to hire me, collaborate, explore other projects and discuss technical details and decisions.
SIMONAORLANDI.WORK@GMAIL.COM
contact me
(0039) 3397512944
Call me
© 2024 Simona Orlandi
Terms & Conditions
Privacy Policy