IA in a

Complex Business ContextSarah Barrett, IA Summit 2015

Why a “complex” business

context?

Process, not personality.When the business gets complex, your process needs to pull its weight.

The project:- Internal portal for underwriters at a personal

insurance company.- Replatforming, partnered with SharePoint

specialists.

Underwriting 101:1) Evaluate new policies.2) Evaluate claims on existing policies.

Interviewing experts.You’ll make mistakes. Your job is to avoid doubling down on them.

Let yourself learn.You never know what’s going to be interesting,make sure you don’t box yourself in.

Phase One PrototypeNot where we wanted to be.

Navigation ModelMore user-centered and reflective of adynamic content environment than a site map.

First define what goes

on a page,

Then decide what’s important.

Limit your variables.Build to complexity while maintaining understanding by defining one thing at a time.

Phase Two PrototypeMuch better, but don’t get married to design.

Specificity without fidelity.The relationship with developers is delicate. Use your stories.

Success?

"First day, it’s already come in handy. Had to find something and was able to quickly get the process and check the regulations.”

"The site is also pretty neat since I can find quirks I didn’t really know about."

Process, not personality.

Thank you!

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