Creating an information architecture as trustworthy as the business it serves.
The Hanover Group, founded in 1852, is one of the oldest property/casualty insurance companies in the nation. The company offers insurance products and services through three segments: Commercial Lines, Personal Lines, and Other (pension funds, etc.). The market through independent agents and brokers. As such, their digital properties have multiple audiences with varied needs.
A problem.
In contemplating the purchase of a new content management system (CMS), The Hanover Group had ambitious goals to increase revenue and profitability with increased client/agent satisfaction and decreasing costs through web-based service delivery.
The company suffered from a common problem amongst well-established companies; entirely too much content, poorly organized across multiple digital properties in archaic ways that obstructed task completion, frustrating and/or confusing their customers and agents.
Together with The Hanover Group stakeholders across service lines, my team helped internal groups align, inventoried a sample of sites, led content prioritization exercises, and created and tested a new information architecture approach with clients and agents. We helped them realize the value of building a consistent IA with repeatable patterns and dynamism.
An elegant solution.
We provided the underlying structure for their in-progress sites redesigns and the CMS templates and design system that support them.
Leveraged Capabilities
XD Team Leadership
Program and project management
Client relations
Stakeholder engagement strategy
Organizational alignment
Design/Innovation Strategy
IA envisioning
Multidisciplinary collaboration
Content/Communication refinement
Workshops
Mixed Methods Research/Ops
Research design and planning
Recruitment management
Secondary research
(Landscape reviews, competitive analysis)
Generative primary research
(Participatory design workshops)
Evaluative primary research
(IA assessment, Prioritization activities)