User Experience Document

Usability Heuristics

1 Visibility of System Status The system should always keep users informed about what is going on,
through appropriate feedback within reasonable time.

2 Match Between System The system should speak the users' language, with words, phrases and
and the Real World concepts familiar to the user, rather than system-oriented terms. Follow real-
world conventions, making information appear in a natural and logical order.

3 User Control and Freedom Users often choose system functions by mistake and will need a clearly
marked "emergency exit" to leave the unwanted state without having to go
through an extended dialogue. Support undo and redo.

4 Consistency and Users should not have to wonder whether different words, situations, or
Standards actions mean the same thing. Follow platform conventions.

5 Error Prevention Even better than good error messages is a careful design which prevents a
problem from occurring in the first place. Either eliminate error-prone
conditions or check for them and present users with a confirmation option
before they commit to the action.

6 Recognition Rather Than Minimize the user's memory load by making objects, actions, and options
Recall visible. The user should not have to remember information from one part of
the dialogue to another. Instructions for use of the system should be visible or
easily retrievable whenever appropriate.

7 Flexibility and Efficiency of The user can easily and quickly complete the tasks with little effort. The
Use mobile application speeds up the interaction for the expert user such that the
system can cater to both inexperienced and experienced users.

8 Aesthetic and Minimalist Dialogues should not contain information which is irrelevant or rarely needed.
Design Every extra unit of information in a dialogue competes with the relevant units
of information and diminishes their relative visibility.

9 Help Users Recognize, Error messages should be expressed in plain language (no codes), precisely
Diagnose, and Recover indicate the problem, and constructively suggest a solution.
From Errors

10 Help and Documentation Even though it is better if the system can be used without documentation, it
may be necessary to provide help and documentation. Any such information
should be easy to search, focused on the user's task, list concrete steps to be
carried out, and not be too large.

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Heuristic Evaluation

1 Visibility of System Status

The mobile application indicates progression to the user throughout the snap inspection process. In addition, the
application displays icons within each screen that demonstrate how much progress the user has made towards
completing each screen. The user feels satisfied as they are able to visually see that they have completed a certain
amount of steps and that they have a certain amount of steps remaining until completion. This prevents the user from
feeling confused and aborting the inspection due to uncertainty about how much more effort is required.

However, it is not clear whether the user understands the level of effort required when they decide to conduct the snap
inspection. The user may feel frustrated if they download the application, only to find out they will need to go to their
Settings, enter their claim number, watch a video tutorial, and take several photos.

Recommendation: Set expectations with the user to ensure that they understand the level of effort involved in
conducting a snap inspection.

2 Match Between System and the Real World

The mobile application prompts the user with a video tutorial prior to beginning the inspection. This does not match the
real world expectation; the user would expect to begin the inspection and complete it correctly without the need to view
a tutorial. If the user sees that they may need to view a tutorial, they may abort the inspection assuming that it will be
too complex and difficult.

However, the mobile application uses information and help icons which are consistent with real world expectations.
When words or phrases are used that may not be familiar to the user, pictures or instructions are provided to aid the
user in completing the task. This reduces the likelihood of input error and helps eliminate confusion and frustration for
the user.

Recommendation: Conduct usability testing and ensure application is easy to use so user does not need to watch
video tutorial in order to complete the snap inspection.

3 User Control and Freedom

The mobile application does not appear to allow the user to navigate backwards if they would like to make a change or
realize they have entered something incorrectly. Completing the inspection will not be a quick process; if the user is
required to start new in order to make revisions, this could be a pain point for the user.

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The user may want to exit the application throughout the process. In addition, the user may be interrupted throughout
the process due to external factors (e.g., weather, phone calls, text messages, lack of internet connection, need to
retrieve more information). It is not clear whether the user is able to leave the application and return without losing
their entered information.

Recommendation: Allow user to navigate away from the application at any time and return without losing any entered
information. Allow the user to return to the application after submission to view inspection and submitted photos. Allow
the user to navigate back and forth through the screens throughout the snap inspection process.

4 Consistency and Standards

The mobile application is consistent throughout the process. The user will feel comfortable and familiar with the
terminology by the end of the snap inspection.

5 Error Prevention

The mobile application provides the user with clear, easy-to-follow, instructions to help reduce the chance of error.

However, the mobile application requires the user to enter information that is often unfamiliar to them (VIN sticker,
Dashboard VIN, claim number). This increases the likelihood that the user will be confused and also increases the level
of effort required by the user.

In addition, the user may run into external factors when they are required to complete the inspection which could cause
an error (weather, lighting, access to car). By this point, the user has already downloaded an application, granted
access within their Settings, entered their claim number, and possibly watched a tutorial. If an external factor now
prohibits the user from completing the inspection, the user may feel confused, frustrated and upset that they have
already put a large amount of effort into this, and they are unable to complete the actual inspection.

Lastly, the user may be submitting a snap inspection for a commercial lines or personal lines policy. In the event that
the user is submitting on behalf of a commercial lines policy, the initial screen may cause confusion for the user if they
are required to enter their last name as opposed to the business name.

Recommendation: Set expectations with the user to ensure that they understand the level of effort involved in
conducting a snap inspection. Allow the user to enter the last name or business name if they are submitting on behalf
of a commercial lines policy.

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6 Recognition Rather Than Recall

The mobile application provides an information icon for each screen that the user is prompted with. This helps reduce
frustration and/or confusion for the user as they can easily navigate to and from the instructions with little effort. The
user will be completing multiple tasks for each instruction (e.g., taking pictures, walking around the car). The user will
also be taking pictures of items that are often unfamiliar to the user (e.g., VIN stickers). Given these facts, it is
beneficial that the mobile application never requires the user to recall more than one instruction at a time.

7 Flexibility and Efficiency of Use

The user will be required to download the mobile application in order to complete the snap inspection. This requires
additional effort from the user. If the user does complete the download, the user will be required to leave the
application and grant access to the camera within their Settings. This also requires additional effort from the user. If
the user does grant camera access, the user will be required to enter their claim number. This could also require
additional effort as the user may be required to call The Hanover or their agent if the user does not know their claim
number. Next, the user may need to watch a tutorial in order to understand how to complete the snap inspection.
This requires additional effort from the user. By this point in time, it is likely that the user may have given up on
completing the snap inspection.

If the user decides to continue with the snap inspection, they will be required to take photos of their vehicle. This
means the user will be required to utilize their mobile devices in a variety of scenarios. Many external factors such as
weather, internet access, and lighting, will play a large role in the flexibility and efficiency of this application. The
user’s inability to complete the tasks due to an external factor will likely prevent the user from completing the initial
application download.

Recommendation: Set expectations with the user to ensure that they understand the level of effort involved in
conducting a snap inspection.

8 Aesthetic and Minimalist Design

The mobile application displays just the information that is necessary on each screen. This allows more real estate
for the camera and the icons for the photos that have already been taken. The user is able to clearly see what they
are photographing, as well as what they have already photographed.

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User Experience Document

9 Help Users Recognize, Diagnose, and Recover From Errors

The mobile application displays error messages when the user is unable to proceed due to incorrect credentials and
access Settings. It provides a clear solution or alternate contact information in order to resolve the issue.

10 Help and Documentation

The mobile application provides information icons on each screen to assist the user with each task. Each screen will
require a different task from the user, resulting in a total of 13 steps. However, the on-screen instructions help the
user understand and complete each task before moving on to the next task.