Keenan & Associates

Reducing search time from 14 min. to 3 min. for key tasks
Keenan & Associates
User Centered Design: User Research, Interaction Design, User Testing, Visual Design

The Challenge

As the largest independent insurance broker in California, Keenan needed to reach it's audience of schools, healthcare organizations and municipalities with just in time information and tools for things like claims and risk management. A portal was in place but it was outdated and users felt it was difficult to navigate important information regarding employee benefits, workers' compensation, health benefit management services as well as property and liability resources. With an audience that is time and attention challenged, Keenan needed to reach their end-users with just-in-time content that helped users efficiently stay informed while managing property risk and casualty issues. Keenan needed to know what was working and what was broken regarding the user experience and site usability. Were users even consuming the information and rich tools the portal offered?