Overview

Usability Testing (UT) & SUS (System Usability Scale) was conducted for existing production Tata AIA Consumer App.

Problem Statement

In order to measure the effectiveness & efficiency of the Production Tata AIA Consumer App, SUS & Usability Testing was conducted. The goal of the exercise was to understand the challenge’s faced by the existing customer & Optimise the App to enhance the end User Experience.

Users & Audience

Existing Tata AIA Life Insurance Policy Holders. A total of 20 existing policy holders were decided to form the part of UT/SUS remote sessions.

Roles & Responsibilities

• Creating the SUS/UT script for conducting a remote session with existing customers of Tata AIA Consumer App
• Co-ordinating with Agency for scheduling remote interview sessions
• Facilitating the SUS/UT session with focused user groups
• Finalising the observations from the SUS/UT remote session recordings
• Creating the final report with observations & recommendations for improvement of Tata AIA Consumer App

Scope & Constraints

The UT/SUS sessions were conducted remotely as having the physical presence of the existing Policy holders was creating challenges.