 And I'm sick. So my accent will be not at the maximum, but I will do my best. So I'm born in Brittany, in the northwest part of France. Then I've been to Paris for my studies. So my first diploma is a graphic design diploma. Then I've been into a master in creation and new media. And finally, I've done research in mobile digital identities in Paris. Then I start my career there. Three years ago I moved to Singapore to start working in a start-up. And three years later, so I'm married now, and I'm working at Egon. Egon is a Dutch company. So as you can see, actually, on my career summary, I've moved quite often. So I've been freelancing for a while, but I've spent most of my time, actually, in the start-up and agencies where I really learn how to work fast, to be efficient, and also to gather all the stakeholders around the division. So now I'm in an insurance company that is a regional role. So I'm working in Singapore, and that shows actually this company, this challenge, because the tagline, the company goal, is about helping people achieve a lifetime financial security. Something I've been seduced by. And I have two target market today, spending 50% of my time in Mumbai, where the company is selling a life insurance product and investment product as well. And also, the other 50% of my time are in Indonesia, where we have an e-broker, and I'm also helping improving the user-centric design approach, putting in place design process. So I'm working very closely with the stakeholders, the C-level, but also very involved with the team, the core team, to make things happen. And of course, also the developers. So Egon Life India, it's a joint venture. So with Egon, this Dutch company, and Bennett Coleman company, this Indian leading media conglomerate, Time of India. So the company is in Mumbai, it's quite a while now, it's eight years. This company produced a new website early this year. So that's been live in January, I joined Egon in February. So they are doing well, they are doing some interesting marketing campaign that have been successful and highlighted by Facebook as a very efficient campaign. To increase the brand awareness, so that's good, they are doing good practices. However, it's an insurance company. So my first impression was very, I've been impressed. There are a lot of people, it's very hierarchical, it's a financial industry. So we're having here, and hey, hi, I'm UX designer. I will help you designing the website and also, according to the business goals translated into the design solution that is tailored for our users. That has been, it's challenging, I won't hide you the truth, it's challenging. So what I've done, I started to look at the website and to really pinpoint what was wrong in the first view. So we can see that it was no visual hierarchy and the call to action, some usability issue, basic on the website, need to reorganize the menu, information architecture. So we arrived there actually, because all the decision has been taken by the boss, and the boss is going straight to the developers and asking people, I want this on my website, but it's not really a user centering design approach. It's not at all actually. So the first thing I started to do with the team is to get rid of the functional stage of the website, and really to improve it, to reach the meaningful section, so to focus on the experience and to have a personal significance. So even today we're still not really there, it's a long process, needs a lot of help, needs to show, show design, show process, but we can do it. So it's challenging, but it's a good challenge. So I'm used to work with the double diamond process. So double diamond is a process model created by the design council in 2005, is divided into two key phases actually, if you look at four, but two main. The first one, so general problem statement. Then we start with the research, so discover when we open the user centric and pathetic approach. Then we narrow down this first research stage into defining inside. So earlier we're talking about personal building in a workshop, this is the right time to do it. Then we are opening again into the second phase to develop, develop design solution, ideation, and then deliver to the developer. So this is what I started by sharing with the team. I find the best way to implement this design process in the team by putting in place a design sprint. So because, as I told you earlier, it was no UX designer there. So what I had to do is really to show to all the decision, the stakeholder, the key stakeholder to show them design, to design based on data. So this design sprint actually it's really one week. So we understand, we define, we diverge and decide, prototype and validate. So I will share with you the tools I'm using as well because it's really about processes and tools. So this is the way I'm bringing in the company the design sprint. So the first step is the strategy, analytics, benchmarking, the scope, then user research. So personal user goal needs user feedback. We're in an insurance company. So we have a lot of call from customers who are complaining or asking for help. So we have access to users. We're doing user testing as well in one-to-one interview with eye tracking. We have a lot of channels to get user feedback. Then step three is about aligning the stakeholders on a vision. And here is a very challenging steps. So product goals, sketching, prototyping, technical review, and vote. Actually, this is what I'm doing during the day with the stakeholders or aligning everybody around the table about what is your vision about your product. For example, a new homepage is a good example. How does each of the stakeholders sketch his own homepage? And after we discussed, because we have stakeholders from the marketing, we have stakeholders from insurance product manager, we have also IT, we have a lot of different stakeholders that we need to align. So this is a good way I found to make it happen in the company. Then prototyping step. So here is really about designing. So designing and showing to these same stakeholders on the phone and on the desktop through the tools. OK, this is a translation about what we just agreed on. According to the budget and the time to go to the developers, we have also the evaluation. So testing with users, we can test an envision on the mobile with five users. It's good enough. So there is the evaluation day. User validation, stakeholders review. Very important and technical feasibility. So once again, we have here a technical feasibility to be sure that this prototype is good to go to the next print, developer's print. Then we have the delivery. So here is delivery plan handover. So we'll go through the tools. This is really the phase where I'm involved hands on the design and development to bring to run people, developers through the prototype. So here, OK, this is what I found the most efficient for me. It's showing the customer journey and the prototype through InVision. So I'm designing on Sketch. I'm importing my Sketch file directly on InVision. InVision allow me to show the prototype to users, show the prototype to the stakeholders as well. So the user interface is done with a biocreative team. However, what I want to be sure is the user interface is based on the framework. So bootstrap in the situation, because we are working with the atomic design component library. So actually, all the grid is already defined. It's working very well on the delivery. It has been a challenge at the beginning, but now it's working well. So there is no mistake. What you see is what you get. When the stakeholders have the phone in their hand, they are sure that this will be implemented two weeks later. So the user test. User test. So according to the budget once again, I'm doing testing with eye tracking. It's costly. I won't hide you that it's a prize. But however, it's very useful to identify the unconscious decision and also during the interview to get more knowledges and very granular insight coming from the customers. Specification. So actually, the process of delivery is very fast, because the front end is based on the framework. And I'm using Zeppelin. Zeppelin is a tool that allow me to export my design on an interface, a web interface, a web app, sorry, that is shared with the developers. So actually, the CSS is already organized. The grid system is fixed. So there is no mistake. It's just a matter about handing over the design to the developers, but we were all talking about the same thing. And then documentation. So as well, to be sure that the scenario is as well translated to the team, using Geraint Confluence to document the design. So no hypo, but data-driven decision. This makes me love, because when I started in February, it was super hypo. It was very the highest paid person opinion win. That's why we had this home page. That's why we had some of these pages. So what has been very important is to involve the team or so into this data decision making process. So data is through user testing. Sorry, Nusain said, to design an easy to use interface, pay attention to what users do, not what they say. Self-reported claims are unrealable, as are user speculation about future behavior. So here, one-to-one interview is very useful for that. Eye tracking as well. It takes time as well to do the report. That's true. However, it's very important for the quality of the product. So feedback from the eye tracking, feedback from the sales team. People were on the phone all day long dealing with problems that happen. It's one of the channels in this company that is very useful, but also analytics. So Google Analytics to observe the drop-off, the bounce rate, the conversion rate as well on the funnels, and some tools for the A-B testing. This is what has been put in place this year. This is what's very useful to bring the quality of design at the highest level. So Persona. So this morning, the workshop was about Persona building. It's hard to do Personas, right? This is the template that I use in the company to embrace people, stakeholders around vision, the vision that we have on our target users. It's not easy. All the stakeholders are sharing different vision. And who are our key users? For who are we building a product for? And this has been a very useful tool to converge all the vision. And to, as much as possible, reuse them in the older design process. So what is very important, it's a team effort. Being a UX designer at the regional level, we, I need help from the team. So it's very, very important to work closely with the business, marketing and IT, of course. Show by doing, no theoretical speech. So I observe during the presentation of, oh, what is UX design? How we can do it? That there are two speed. There's the speed of all the stakeholders around the table listening to you. Oh, this is, okay, double diamond, user experience design, so it's not UI, okay, interaction. But there is also the next step, is how to do it, to show it, and to go to the developers and make it done. And this is very important, is to show by doing. Make the decision, make the design process visible. What I observe is also to put a simple Kanban board in the IT area, and to put a different feature in process here. Make visible, but everybody is very important in terms of communication. Test and refine, again, again and again. It's something that everybody knows it, but doing it in a daily basis is quite challenging. It's a durability. And so now the company is taking a new turn. They have decided to migrate toward Digital and Direct, so they're getting rid of the agent. All the transaction will be done online. So that's now new challenge for the design as well, to sell all the financial product online. So now it's a new challenge. Let's go. So for this, I went through the analytics group. So we have an analytics team in the company, and I asked Dell help, actually, to show me the data about bounce rate, drop off on the sales funnel, and also to start putting in place on the website, what is the most click call to action on this page. And I gather all this data to show to the stakeholders that we have some issue. So the thing is how to understand the issue. So for example, we have one page, a high drop off. How do we translate this high drop off into a design solution? So for this, I had a deep testing as well. We five person during the same flow to put in parallel what I can observe from the data online, and what I can observe with the data coming from the interview. And then I've been able to show to the stakeholders through the recordings of the video that, okay, we have a high drop off here, and then we have this feedback. So we should change the way we're doing the content on this page, or the text field or the copywriting. There are kind of few outcomes for coming from these observations. And still today, actually, on the design screen, there is a day dedicated to the prototyping with the stakeholders. It has been pretty good to put everybody at the same level and to start sharing our assumption, our vision about one page or another. So for example, a stakeholder from the marketing would have kind of seen a good practice on a website. And so he wants this to be done on our website. So this day was dedicated to the prototyping among the stakeholders, make it visible. And so people start communicating together, and then we get rid of one feature or another just by talking. I see the insurance industry is pretty much saturated right now in India with a lot of competition and customers are not very excited to ensure. So when I work with customers, clients, they always are very excited to incorporate new features, right from ranging from building social plugins into their insurance portals to a lot of other things. So what are those few strategies that you think could work in engaging customers? So insurance is a complex industry in a way that they are, so I can talk about the problem we faced currently on the website to try to answer you at the, I can't share the strategy, but I can tell you about the problem we have today. It's the problem, the website today is setting insurance product. The thing is how people, customers can understand that this product is tailored for their needs or not. It's very cold in a way. So what we are working on is to make, to have a more human approach about the insurance product and to don't sell the product directly because it's not an e-commerce, it's we are talking about securing the financial future, securing the family also if something happens. It's very emotional. So we are doing all this work around how to find a more human way to present our product to our customers instead of putting straight in front of them and try to sell them. That doesn't appeal to customers, but okay. So there is one term insurance product here. Well, why should I buy it? Does it answer my needs or how this will secure my future? Is something that is missing today this more human touch?