Introduction
Conducted an analysis of BNP Paribas' online insurance service (Taiwan) using heuristic evaluation and submitted a written report.
Project details
Based on the 10 heuristic evaluation principles, we identified several issues with BNP Paribas' online insurance service:
- Flexibility and Efficiency of Use (Principle 7)
The online insurance application requires users to input a large amount of information. However, there is no option to return to previous sections or modify previously entered data. Additionally, if the application process is interrupted, there is no feature to save progress for later completion. - Help Users Recognize, Diagnose, and Recover from Errors (Principle 9)
Due to regulatory restrictions, the service does not accept insurance applications from foreign nationals. However, the website does not inform users of this limitation upfront. After entering identity documentation, users are simply notified that their application does not meet the criteria, without an explanation of the specific reason. This prevents users from understanding and correcting their errors. - Consistency and Standards (Principle 4)
The website contains multiple instances of identical descriptions being used for different pieces of information, leading to inconsistencies and potential confusion for users.
Result
Collected issues and identified relevant case references, such as Hong Kong's Bowtie online insurance solution and Taiwan's Cathay United Bank online insurance process, to provide suggestions for improvement. After completing the written report, it was submitted to BNP Paribas and its development team for discussions on subsequent optimization plans.
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