101 UX Principles – 2nd edition - Second Edition

#4

…But Complexity Can Be Good for Some Users

A few years back I did some work for an insurance company—I know, I get all the exciting projects, right? The software was a web-based UI that call center staff used to manage incoming customer inquiries. In this web application I was tasked with improving, a customer would call up to change their policy, or get a new one, cancel their cover, and so on, and the user would need to search, edit, save, or delete as necessary.

It had recently undergone a redesign and my job was to work with users to understand how successful the redesign had been and what features were succeeding and which weren’t. The new UI was clean, modern, airy—based on Material Design, with lots of negative space and big, clear ...