Pyramid proposal for

premiumlexicographerInternet and Web Development

Dec 8, 2013 (3 years and 10 months ago)

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Connecting Clients With Global IT
Solutions

Pyramid proposal for

Atlantic American

Connecting Clients With Global IT
Solutions

The recommendations have been made by analyzing the existing sites and
applying Pyramid’s experience in handling these existing sites.

Introduction and Summary


This proposal lays out a series of recommendations to improve the existing
sites which includes

1. Bankers Fidelity site
-

catering to the Policy Holders, Agents and Providers.

2. Intranet Portal
-

for Content Management.

3. Atlantic American site.



The primary focus of recommendations is for the following aspects:

1. Design


All Atlantic American sites should have a similar visual brand
theme.

2. Maintenance


Sites [architecture] should be easy to maintain.

3. Search Engine Compatibility


Sites should be searchable by search
engines.

4. Improve User Experience


for two important end users of the system


Policy Holders and Agents.

5. Effective Content Management for all sites by Atlantic American.

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The current state analysis

The current state analysis revealed issues in number of areas
-


Strategic


Missing Features



Lack of
Online Payments and Electronic billing
affects the operations as a whole
in turn overloading helpdesk with more than 300 calls in a single day


Lack of consistent look and feel across the portal, hence not creating any brand
impact on users


Implementation


Technology


Old technology ( ASP) hence not scalable and maintainable.


No layers defined to segregate business logic from presentation layer.


No RDBMS rules defined.


Security


Database connections are stored in flat file.


No user policies defined


no roles, permissions defined for a user/group.


In
-
line coding


Lack of encryption on the data



These
areas
are considered while proposing approach for the solution in
the
following slides

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Approach

We propose a three phased approach to attain the objectives
specified in subsequent slides for each area



Policy Holders


Agents


Internal Applications


None of these phases are dependent on any other, hence
development can commence without affecting the existing
application(s) and entire site can be revamped in phased
manner.


In order to implement these changes in practice we
propose a 4 week inception for each phase during which
Pyramid will work with Atlantic American to map out and
effect the detailed changes required.



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Current State Assessment


Policy Holders


The most important part of any business


clients


in
this case policy holders are not very well catered by the
current portal of Bankers Fidelity. There are a number of
problems currently hindering a better end user
experience.


No Online Payments option


Manual processes for


Address change, Billing Mode change,
Basic policy related changes and Premium mode changes


No Electronic Billing option


No option for requesting advance policy related changes online


The above mentioned points result into large number of
helpdesk calls from Policy Holders for related requests.

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Project objectives


Policy Holders phase

The objective of this phase is to provide following features to the Policy Holder area :



Personal Area



Password Retrieval and other basic Policy Holder specific configurations


Payment Area


Online Premium Payments


Using Credit Card/Tele
-
Check


Online Loan Payments


Using Credit Card/Tele
-
Check


Requesting to receive electronic billing


Communication Area


For Any Mailers


Notices related to credit card


Notices related to policy changes


Policy Change Request Area


Basic Information Update


like Address, different premium mode and basic policy related changes.


Advance Information Update


Online Financial Transaction Form, Reinstatement Application and HIPAA
form, Opt
-
in/Opt
-
out [mechanism integration only]


Policy Detail Area


Provide enhanced details of the current policies being held by the client.


Making Policy Holder portal search engine friendly.


In order for the insured name on the
Current Policy Report
to be sorted by the
LAST

name rather
than the
FIRST

name, the data must be sent from the AS400 database in this sequence.





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Proposed Plan for Policy Holders Phase

7



Requirement

Define Business Goals and Development Roadmap

UI Architect Analysis and Wireframe Design by UI Team

Requirement Understanding and Documentation

Define Processes and Setup Environment

Construction

Implementation of New Policy Holder Area
-

with new wireframes and
designs.

Online Payment Integration

Phases

Offshore

Atlantic American Pyramid India, Project Timeline

Week 5
-

16

Request online billing

Week 1
-

4

Password Retrieval and other basic Policy Holder specific configurations

Online Loan Payments

Communications area


for any mailers, notices related to policy/credit
card

Policy Change Request Area

Basic Information Update


like Address, different premium mode and
basic policy related changes.

Policy Detail Area

Onsite

Resource
W 1
W 2
W 3
W 4
W 5
W 6
W 7
W 8
W 9
W 10
W 11
W 12
W 13
W 14
W 15
W 16
UI Architect
Solution Architect
Database Architect
Project Manager
UI Designer
Project Lead
Software Developer
Software Developer
Software Developer
Software Developer
Software Developer
QA
Legend

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Current State Assessment


Agents

The backbone for Atlantic American business


Agents

are not very well catered by the current portal of
Bankers Fidelity. There are a number of problems
currently hindering a better user experience.


Bankers Fidelity enables agents to login and view a set
a reports with data specific to their business and
perform a limited set of actions.


Business to Agent communication is not very effective
currently.


Rate calculators for all products are not available.


Rating Engine not available with Atlantic American.



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Project objectives


Agents phase

The objective of this phase is to provide following features to the Agents area :



Work Area


Demo/Videos for existing agents


Rate Calculators for all Products


Rating Engine [There needs to be a buy vs. build analysis]


Online Supply Order


Commissions Area


Aesthetically improved Commission Statement


Documentation to understand Commission Statement


Communication Area


Agent Bulletins


Non Insurance related info mails.


Communications from State DOI’s related to Agent interests.


Contest Area


Sales Contests Information


Info on Qualifications and Requirements


Client Lead Generation



Access mechanism modification


Reporting Area


Sales Management Report


Lead Credit Report


Making Agents portal search engine friendly



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Project objectives


Agents phase contd..


Lead Mail Return Statistics

report

-

This report provides a synopsis of lead return data by lead
code. The report is currently accessed via the Edit Codes option under the Admin tab. Summary level
data includes Mail Date, Lead Generation Expense, Quantity Ordered, Leads Obtained, Return Rate %,
and Cost per Lead. Detail level return data is displayed in bar chart form for Age, Income and Zip Code.
Options include a drop down to View Returns by Lead Project Code and a link to Show All Results by
State; this in turn opens a new window with a drop down to view All Returns by State.



A new report will need to be added to the Report/Stats/Management (new heading) called
Hierarchy report. Current Help Desk 24887 is outstanding. Currently Agency will run a report
through USSI and then have to fax or scan and send to the Manager. The currently list does not
show a true hierarchy. Either the report should be created in USSI and transferred to ADDS or
created in ADDS. This additional report will allow the field managers to run the list without
manual processes by the Agency department personnel.



Add sorting functionality to
Client Lead Tracking

(Unrouted, Routed and Closed Leads tabs) for AG1
and AG2 columns.



When a Lead Mail File is processed, create the Client Lead Code record with the date mailed, project
number and RSD agent number.




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Note


Proposed design is based on assumptions and is not final template/design. It showcases space
-
holder content, features and
graphics.

Proposed Design

11

Header
(15% approx)

Branding

Global navigation

Main navigation

Breadcrumb area

Content area
(80% approx)

1000 pix width

I

II

III

Footer
(5% approx)

Bankers Fidelity Portal

Agents Home

Agents Home

Policies

CRM

Tools

Reports

Services

Resources

Commission

Communication

Contest

Access
Mgmt.
Modification

Rate

Calculator

Rating

Engine

Sales

Management

Report

Sales

Management

Report

Supply

Order*

Forms

Tutorials

Sales Report

Help

Agent

Bulletin

Non

Insurance

Information

Communications
from State DOI’s

Sales

Contests

Information

Contests

Qualifications

and

Requirements

Welcome

Change Password

FAQs

Sitemap

Contact Us

Logout

*Supply Order


View inventory


Order


Shipping

Search

Bankers Fidelity

Agent module Sitemap

Agents Bulletins

Order | Status

Communication to DOI’S

Other Info mails

Sales Contest Info

Agent Home l Policies l CRM l Tools l Report l Services l Resources l Commissions l Connections

l Contest l Search

Welcome l Change Password l FAQs l Sitemap l Contact us l Logout

Breadcrumb area

Footer Links

Branding Area


Commission Dashboard
Overview

Tools


Forms

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Proposed Architecture

12



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Proposed Plan for Agents Phase

13



Requirement

Define Business Goals and Development Roadmap

UI Architect Analysis and Wireframe Design
by UI Team

Requirement Understanding and Documentation

Define Processes and Setup Environment

Phases

Atlantic American Pyramid India, Project Timeline

Construction

Implementation of New Agent Area
-

with new

wireframes and designs.

Making the portal search engine friendly

Rate Calculators or a universal rating engine

Week 5
-
16

Week 1
-

4

Aesthetically improved Commission calculation and Statement

Secured and stable agent portal

Agent bulletins

Client lead generation


new access mechanism

Contest area


sales contest info / qualifications info

Offshore

Onsite

Legend

Resource
W 1
W 2
W 3
W 4
W 5
W 6
W 7
W 8
W 9
W 10
W 11
W 12
W 13
W 14
W 15
W 16
UI Architect
Solution Architect
Database Architect
Project Manager
UI Designer
Project Lead
Software Developer
Software Developer
Software Developer
Software Developer
Software Developer
QA
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Current State Assessment


Internal
Applications



Existing Content Management System for all three
portals is complicated & not user friendly hence not
effective.


Updating information via
Intractive

is time consuming
hence delays the updates in documentation/site.


Limited or no message communication feature from
Business to Clients in context of their currently held
policies available online.


Convention Management is specific to an event and not
a generic system that can be used each year.


Existing
Intractive

is in ASP technology.

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Project objectives


Internal Apps Phase

The objective of this phase is to provide following
features :


A low maintenance and easy to use Content
Management system for all portals.


New CMS to be user friendly & maintained by the
business users.


New CMS will help AA to


Reduce costs


Reduce turn around time


Reduce system downtime


New CMS to be more secured & scalable as we plan
to build it in asp.net integration.

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Proposed Plan for Internal Apps Phase

16



Requirement

Define Business Goals and Development Roadmap

UI Architect Analysis and Wireframe
Design by UI Team

Requirement Understanding and Documentation

Define Processes and Setup
Environment

Phases

Atlantic American Pyramid India, Project Timeline

Week 5
-

16

Week 1
-

4

Construction

A low maintenance and easy to use Content Management system for all
portals

New CMS to be more secured & scalable as we plan to build it in asp.net
integration

New CMS to be user friendly & maintained by the business users.

Convention Management System Implementation

Build a new INTRACTIVE

More secured & stable applications

New CMS will help AA to


Reduce costs


Reduce turn around time


Reduce system downtime

Offshore

Onsite

Legend

Resource
W 1
W 2
W 3
W 4
W 5
W 6
W 7
W 8
W 9
W 10
W 11
W 12
W 13
W 14
W 15
W 16
UI Architect
Solution Architect
Database Architect
Project Manager
UI Designer
Project Lead
Software Developer
Software Developer
Software Developer
Software Developer
Software Developer
QA
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Proposed Wireframe*

17

Highlighted content


Products & Services


Login Module

News & Highlights

Shortcuts

Area for Internal / External
Advertisement

Home l Products l Locator l Customer Service l Online Payment

l News l Investors l Join Us l About

Login l Contact l Help l FAQs l Sitemap l Other related sites

Breadcrumb area

Footer Links

Branding Area


Note*
-


Proposed wireframe is just an example

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Recommendations

Following are initial observations and general
recommendations for improvement with the following goals:


Enhance clarity and consistency of navigation and search


Organize the application around user needs


Wizard kind of approach for users to choose from the list of
products available


Online payment option


Precise labeling and indicative content to reduce error and
confusion (e.g. indication of links from other sections of the
site with details of byte size of PDF file.


Role based security to be defined.


Follow SOA architecture for reusability of the code.

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Recommendations
(contd..)


Consolidating the current data source to a single service
layer


effectively transforming and translating the data from
AS 400 to a relatively well defined database.


Role
-
Membership based security & permissions.


Any financial/important data


from an agent/policy holder will
be encrypted for safety.


Provide HTTPS certificates.

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20

Portal new design
-

Home page

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Portal new design
-

Inside page

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Best Practice Score


new design

1.87

1.71

3.68

4.00

3.17

4.25

2.50

1.13

0.50

3.00

0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
Design
Fonts & Images
Navigation Structure
Searching on the site
Content Formatting
Data Representation
Labels
Links
Command Buttons
Efficiency
Severity

Best Practice Category

Areas of Concern

Overall Average Severity

2.3459


Overall
Best Practices Score

Low

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Best Practice Score


new design

Best Practices Category

Severity Rating (Scale 1
-
5)


01


Design

1.87


02


Fonts
& Images

1.71


03


Navigation
Structure

3.68


04


Searching
on the site

4.00


05


Content
Formatting

3.17


06


Data
Representation

4.25


07


Labels

2.50


08


Links

1.13


09


Command
Buttons

0.50


10


Efficiency

3.00


11


Internationalization

0.00

Overall Average Severity

2.3459


Overall
Best Practices Score

Low

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Heuristics Evaluation Findings

Visibility of System Status

No clear indicators to
highlight

1.
Where the user
currently is

2.
What options are
currently available

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Heuristics Evaluation Findings

Match Between System and the Real World

Red / shades of red
generally used to
indicate error

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Heuristics Evaluation Findings

User Control and Freedom

Would be difficult to
navigate through, if
image based menus are
used

Home page (with images turned off)

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Heuristics Evaluation Findings

Consistency and Standards

1.
Formatting
-

Size, font,
color varies

2.
Placement of secondary
navigation varies

1.
Variations in separators
(apart from the ones
used for active link)

Navigation

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Heuristics Evaluation Findings

Consistency and Standards

Homepage content

Alignment of
labels

1.
Alignment of
content

2.
Formatting
(size, color
and attributes
of text) of
content

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29

Heuristics Evaluation Findings

Help Users Recognize, Diagnose, and Recover From Errors

No indicators while opening up external sites

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Heuristics Evaluation Findings

Errors Prevention

Links not easily
identifiable as
too many
colors/styles
used for them
in various
sections

Inconsistent


Links

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Heuristics Evaluation Findings

Recognition Rather Than Recall

Upfront action options
not available, user has to
click on relevant links and
once page loads, recollect
if the new page has the
correct / relevant content
which was requested for

Upfront action options
not available, user has to
click on relevant links and
once page loads, recollect
if the new page has the
correct / relevant content
which was requested for

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32

Heuristics Evaluation Findings

Flexibility and Minimalist Design

Relevant action item in
new page increases
number of clicks and
access time

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Heuristics Evaluation Findings

Aesthetic and Minimalist Design

Lots of unused
white/empty spaces
in the real estate

Inside page

Home page

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Heuristics Evaluation Findings

Help and Documentation

No global / supplementary
navigation like FAQ, Feedback,
Sitemap etc available which would,
help understand the site / be used to
give feedback / help user to jump to
required section

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Heuristics Evaluation Findings

Skills

User need to have good motor
movement to select options from
secondary navigation (as they
appear in different areas and also
get timed out quickly)

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Heuristics Evaluation Findings

Pleasurable Interaction with the User

Longer learning cure


As user need
to time to locate, identify,
understand and get used to
navigation

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37

Thank You