Symetria UX

BACKGROUND

Please describe your company and position.

I am the Pion Sprzedaży Agencyjnej of LINK4 Towarzystwo Ubezpieczeń SA

Describe what your company does in a single sentence.

Initially focused on basic car insurance, Link4 has evolved its portfolio to include home and travel insurance, along with coverage tailored for small and medium-sized enterprises.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Symetria UX to accomplish?

• Link4 engaged Symetria UX for the redesign and enhancement of our sales and service platform, "Strefa Agenta." We aimed to modernize the existing platform, improve user experiences, and empower agents with the ability to independently manage policies. Symetria UX was chosen to translate our business requirements into a more intuitive and functional user interface. Symetria UX provided comprehensive solutions, aligning with our goal of creating an efficient and user-friendly platform for our agents.

SOLUTION

How did you find Symetria UX?

• Referral
• Other

Why did you select Symetria UX over others?

• High ratings
• Great culture fit
• Company values aligned
• Other

Describe the scope of work in detail. Please include a summary of key deliverables.

The project for the redesign of the "Strefa Agenta" platform with Symetria UX involved a systematic approach to enhance the sales and service capabilities for agents. Initially, we provided documentation based on insights gained from our past experiences with the product. The objective was to ensure that users could handle more tasks independently. 
Through several discussions, we clarified the intricacies of the process, addressing various use cases and ensuring a comprehensive understanding. Symetria then initiated the prototyping phase, during which we actively collaborated. Regular discussions took place to address any doubts, verify designs, and confirm assumptions.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our sales and service platform, "Strefa Agenta"

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They delivered products on time and responded positively and quickly to needs.

What was your primary form of communication with Symetria UX?

Email or Messaging App

What did you find most impressive or unique about this company?

We were impressed with their professionalism and high-quality work.

Are there any areas for improvement or something Symetria UX could have done differently?

No

BACKGROUND

Please describe your company and your position there.

The Great Orchestra of Christmas Charity Foundation (GOCC) was founded in 1993. Today, 31 years later, the GOCC Foundation is one of the most successful and most famous Polish non-profit organizations. We are involved in various projects, but our most important mission is still the purchase of medical equipment for children's hospitals throughout Poland. Every year, the Foundation holds a special fundraising event called The Grand Finale. It is an event in which we organize concerts and attractions in every major city in Poland. So far, over the years, we have managed to collect as much as PLN 1.75 billion PLN (~359 millon EUR). We donated almost 69 000 pieces of high quality medical equipment.

I am the project coordinator for the GOCC Foundation. iWolontariusz (iVolunteer) tool that Symetria worked on is used to recruit volunteers, but also companies and other organizations that helps us raise money during The Grand Finale. Every year, around 120 000 volunteers take part in the Grand Finale.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Symetria UX?

We decided to rebuild our process of registration for volunteers and we needed a company that will translate our requirements into flow of the process and will help us understand the needs of users by involving them into the designing phase. We engaged Symetria in the prototyping and UX research as we wanted the product to be validated with users before it is developed. They created both versions for desktop and mobile.

SOLUTION

How did you select this vendor?

The partner we work with has recommended Symetria as a valuable vendor to proceed with. They have done some projects together and had some good experience. As we did not have much time it was especially appreciated to keep some deadlines at this point, so everything matched in this case. Symetria offered a good service for reasonable money within a timeframe that was important.

Describe the project in detail and walk through the stages of the project.

First we had some documentation prepared on the base of our insights from the past experience with our product. We wanted it to be rearranged the way it involves less effort from our side, and users are able to handle more on themselves. So, after we send the documentation we had several discussions to make everything clear for Symetria – the process is not very complicated but includes several use cases and we had to take care of all the questions to make it absolutely clear.

Then Symetria started to prototype. We accompanied them in this process – every time a chunk of the project was designed we discussed doubts and verified it or we confirmed the assumptions. When they were about to finish the prototype phase we had a meeting regarding the research where we set out objectives – what we were aiming to check with users. Symetria prepared a script, they organized a group of respondents and started usability testing.

We not only wanted to check if our assumptions were correct but the research included some exploration of needs as well so we could include them in the prototype or some of them can be thought of for next iteration. What we liked here was the method they used – rite – after some interviews if the insights were similar they incorporated some changes in the prototype immediately, so next participants could focus on other issues. After the research we were presented a report with key findings and ideas how to develop our product. All the necessary changes were included in final version of the prototype and additionally, they created mobile views for it.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with two designers and a researcher.

Are there any areas for improvement or something they could have done differently?

For us it was a good experience and we are happy with the results, we do not have any particular remarks to their work.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The prototype that was built and validated with users gives us good level of certainty of minimizing possible mistakes after the development cycle. What was especially important here was the fact of immediate response to current situation – when prototype was validated with users and some issues occurred they were instantly corrected. Now it is being developed and we are pretty sure that work that was done by Symetria will save us a lot of time and effort with fixing problems that could appear if we skipped prototyping.

How effective was the workflow between your team and theirs?

It was a task for three parties – we cooperate with agency that develops the solution and Symetria – they got along very well and it was quite easy to manage the project. Symetria has worked with software developers previously so they have those processes set. We used to communicate via email and Zoom, having time to explain everything, to discuss ideas before including them in the prototype. It took us around 3 weeks to finalize the project and then the research started. We managed to meet requested deadline which was extremely important as the production needed to start.

What did you find most impressive or unique about this company?

They did the whole process with big attention to details. They listened to our needs and suggestions and they were able to provide us with very valuable ideas on the base of their vast experience with many projects. We had the feeling that we were in good hands, the process was led perfectly, we were always aware of what was going on. In case of any doubts they did not assume – they simply asked how did we come up with particular idea and offered us alternative solutions.

How did they communicate and meet deadlines?

We communicated via Zooms when needed and had several conversations over phone to quickly respond when doubts appeared.