Solaria Labs, the internal innovation hub for Liberty Mutual Insurance, contracted Mad*Pow to help them bring a new line of small business insurance products to market.

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My Role:

• UX Researcher and Strategist

Process:

• Interview and observe 12 participants' experience while shopping for small business insurance online

• Analyze research to identify user behaviors, needs, pain points, and innovation opportunities

• Design new customer journey map

Result:

• New UX journey map and behavior-based personas