New York Life, America’s largest mutual life insurance company, is in the process of redesigning their customer portal. A prototype of myNYL, will replace the current web application, VSC. A usability study of the myNYL prototype was conducted. The goal of this study was to identify strengths and weaknesses of the myNYL prototype to provide direction and recommendations before it is made public to clients and agents of NY Life. Furthermore, information regarding the interests and attitudes of participants was collected and analyzed to enhance the experience for users of the new application. 

OBJECTIVES

• Ensure an elevated user experience through usability evaluation
• Identify and correct issues within the prototype for myNYL

METHODS USED

• Remote and in-person, moderated usability evalution
• Task-based scenarios
• Demographic questionnaires
• Metrics used:
  • Single Ease Question (SEQ)
  • Levels of Success (LoS)
  • System Usability Scale (SUS)