From muddled interface to streamlined app with over 100K happy users and 0 (!) tech support calls
The problem
Glovebox had a great idea, but it was hard to see it through the existing UX and design. They had a mobile app that digitally centralized customers’ policy information plus a web app for agents to administer those policies. With tens of thousands of users, an in-house development team, and a proven product fit, the future looked bright.
However, without professional-grade design and UX, the interface baffled Glovebox’s agents and customers. Conversions weren’t where they should be, and the support team was inundated with calls from perplexed, dissatisfied clients.
Our solution
We recognized that the app needed an intuitive user design supported by a sophisticated, branded appearance. So, we integrated the latest UX standards and user research into our design thinking.
We took the screens from cloudy to crystal clear, from flow mapping to wireframing to design and through to handoff. The usability breakthroughs assuaged previously frustrated users. They knew precisely what action to take, and the app looked good enough to drive conversions.
Industry
- B2B + Insurance
Cozy services
- UX/UI design
- Mobile app design
- Responsive web design
Real-world results
They understand our business, and we have developed a high level of trust in all that Cozy does. They have a high degree of fiduciary duty, which compliments their creativity, ensuring that we stay within budget without sacrificing creative output.
— Jason Amunwa, Director of Product, Glovebox Inc.
users
inbound support calls
Before Cozy
The app suffered from poor navigation, hierarchy, and unclear next steps for the user. The interface was laid out by and for engineers — lots of tables with all the features you could imagine — without focus on where the client should look first or go next.
The colors, font, and typography clashed in the underdeveloped brand. With a less tech-savvy client base, the app caused frustration for users and the company alike. The user logged in and immediately felt lost. (Not a good sign when most of the first screen is instructions…)
Glovebox was growing at a rapid pace, outpaced yet by customer support calls. Where was there to go?
Our structural UX approach
We were told, “Don’t do a dramatic app redesign. Make it modern, make it prettier.” So for a few months we worked on a reskin of the client-facing app. We initially planned to refresh the app but not touch the UX or change what screens were where.
We knew, however, that you can’t successfully reskin without touching the user experience. That meant looking at the agent-facing web app as well.
For the app to work better, it can’t just look pretty. It needs to work intuitively for the user in ways they ultimately need, without even knowing until they use the app.
So, we started conceptualizing the content and structure on each page and how it flowed from one task to the next.
As we progressed into on going project-based support, Glovebox’s product manager would provide a project brief that detailed the tasks a user needed to carry out and the flow of information in the system to support that task.
Our job was to translate that task into usable screens.
Here's what we did
- Reimagined navigation to maximize usability
- Researched industry standards to ensure our interface would match user expectations where sensible
- Developed new internal architecture for a smooth experience
- Flow mapping and wireframing to create usable flows and screens
- Laid out features in an intuitive, task-based manner
- Tested with users to ensure usability
UX requires understanding the user and business needs before designing the interface.
— Meng Li, Cozy UX designer
Our atomic UI design
The atomic design methodology provided a practical build framework for us to conceptualize the user interface and the series of its parts. Every level in our interface design system’s hierarchy builds on the level before to ensure consistency and efficiency in the build and design processes.
Atoms
Molecules
Organisms
Templates
Pages
