Inline Glossary for LV= Insurance

1. Introduction

LV= Insurance, a leading provider of insurance products, required a user-friendly and informative online experience for its customers. Our agency had developed the entire website and its underlying CMS, providing ongoing support and feature enhancements. One recurring user issue was confusion surrounding the complex insurance terminology used throughout the site.

2. The Challenge

Users expressed frustration with unfamiliar insurance terms, hindering their understanding of policies and making the website difficult to navigate. Traditional solutions, such as a separate glossary page, were deemed insufficient. They would likely disrupt the user flow and require significant effort to find and utilise.

3. The Solution

To address this challenge, I proposed an innovative "Inline Glossary" feature. This solution aimed to seamlessly integrate glossary definitions directly within the website content, enhancing user comprehension and improving the overall user experience.

The glossary has been Enabled for this page. Several phrases and words have been highlighted

A word has been selected from the page and the Glossary term has been shown in a modal dialog.

Key Features:

• Sidebar Tool: A discreet sidebar tool was implemented on every page, enabling or disabling the glossary functionality.

• Intelligent Highlighting: The system automatically identified and highlighted all instances of predefined glossary terms within the page content.

• User-Friendly Modals: Clicking on a highlighted term triggered the display of a concise definition within a non-intrusive modal window. This allowed users to quickly grasp the meaning without leaving the current page.

• Centralized Glossary Database: A single, centralized database housed all glossary terms and their definitions. This approach ensured:

  • Scalability: Easy addition of new terms and automatic updates across the entire website.

  • Maintainability: Minimal administrative effort required for ongoing updates and maintenance.

4. Design & Development

Working closely with the CMS development team, I oversaw the design and implementation of the Inline Glossary feature. This involved:

• Defining Requirements: Collaborating with stakeholders to define the scope, functionality, and user experience of the feature.

• Prototyping & Iteration: Creating interactive prototypes to test the usability and effectiveness of the design with potential users.

• Development & Testing: Overseeing the development process and conducting rigorous testing to ensure seamless integration and optimal performance.

5. Results & Impact

The Inline Glossary proved to be a highly successful addition to the LV= Insurance website. While quantitative data on specific metrics like user support tickets was not readily available, the feature received positive feedback from users and demonstrated several key benefits:

• Improved User Comprehension: Users reported a significant improvement in their understanding of insurance terminology.

• Enhanced User Experience: The Inline Glossary provided a seamless and intuitive way to access definitions, minimizing user frustration and improving overall website satisfaction.

• Increased Efficiency: By quickly clarifying terms, the feature likely reduced user confusion and the need for additional support.

6. Lessons Learned

This project underscored the importance of:

• User-centered Design: Prioritizing user needs and pain points throughout the design and development process.

• Seamless Integration: Developing solutions that seamlessly integrate with existing systems and user workflows.

• Scalability & Maintainability: Designing for long-term sustainability by creating flexible and easily maintainable systems.

• Collaboration: Fostering effective collaboration between UX designers, developers, and stakeholders.

7. Conclusion

The Inline Glossary project successfully addressed a critical user need and demonstrated the positive impact of well-designed and user-centered solutions. By seamlessly integrating glossary definitions within the website content, this innovative feature enhanced user comprehension, improved the overall user experience, and contributed to a more informative and engaging online experience for LV= Insurance customers.