UX Case Study - Chasing the Wrong User

A case study highlighting the importance of identifying the correct problem to solve and the importance of user feedback.

With the goal to improve member engagement I was tasked with rethinking how their resources were distributed. Through research, wireframing, and user feedback, I discovered that while members were aware of available resources, they expected IBHS to provide these directly to policyholders.

This led to a pivot in the design approach, shifting focus towards providing homeowners with simple, actionable content to help them protect their homes from natural and manmade disasters.