Understanding Business Goals and User KPIs to Create a Better User Experience (w/Richard Alvarez, Saggezza)

Richard Alvarez leads the user experience practice at Saggezza, and says UX is not always about heuristics or how people work with computers. 

✅When it comes to user interactions, not being an insurance expert can be a huge asset to dig deeper and understand why customers do what they do and leads to building a better product.

✅The essence of user experience is about helping make the experience to be seamless and enjoyable and not frustrate customers. 

✅The large volume of data now being exchanged in many user interfaces such as those using telematics or AI mean that the humans involved on the insurance side need to be able to use that data effectively to evaluate claims for better processing or fraud.

✅Great UX allows the system to automate all processing and allows the human to focus on interacting with other humans rather than do manual preparatory tasks.

✅When it comes to large data using IoT, AI/ML or RPA, this means having these technologies run in the 'background' to harnessing the power of doing jobs that would require thousands of people to do, whereas UX empowers the individual users be productive and add value through making decisions. 

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