I organised and led a series of customer research interviews for the Insurance team to better understand user behaviour, frustrations and opportunities within the insurance booking flow. Alongside delivering the research itself, I used it as a structured mentoring opportunity — bringing a newer designer through the full cycle from observation to co-facilitation.
I planned and managed the full research cycle — defining objectives and discussion guides, scheduling participants, and conducting the interviews. I also proposed a comparative method evaluating competitor flows, our existing flow and a proposed new flow, giving a full view of customer perceptions and frustrations.
I invited a newer designer to observe the first sessions to understand my research approach and note-taking structure. After demonstrating the process, I supported her in co-conducting subsequent interviews, building her confidence in live facilitation rather than just explaining the theory.
Following the interviews we planned and delivered a synthesis workshop using my established workshop template — bringing stakeholders together to share findings and collaboratively prioritise next steps.
The workshop was met with strong enthusiasm from the wider team and stakeholders, who valued the structured approach and the clarity of the insights that came out of it. It reinforced customer research as a foundation for strategic design decisions.
Outcome
High-quality, user-led insights now shaping the next phase of insurance design — and a designer with hands-on experience in research and workshop facilitation, strengthening the team's overall capability.