Our Formula
Consumer Experience & Design (CXD) ensures all Aon touch-points reflect the expressed and latent needs of clients, consumers and colleagues. We design user experiences that are clear and controllable, helping clients and colleagues complete their tasks successfully and efficiently, leaving them feeling confident, competent and satisfied.
What is Design?
Good design helps clients, colleagues and consumers make better decisions. Good design delivers products and services that are:
Usable
Usability measures how well a product or service can be used to achieve a defined goal or complete a task effectively and efficiently, with high satisfaction.
Accessible
Accessibility ensures that all users, regardless of their physical or psychological abilities, can use a product or service. There are legal minimums in both physical and digital spaces.
Approachable
Approachability considers the emotional appeal and value proposition of a product or service for a given user. An approachable product can command a higher cost premium.
Consumable
Consumable products consider the motivations, needs, habits and perceptions of a user in order to help tell the right stories, prompt action and make better decisions.
Model for Success
Design is the creation of new forms of value in anticipation of future human need.
We follow an iterative process that seeks to understand the consumer of a product, process or service.
In direct collaboration with the business and technology, we:
Challenge assumptions
Define the wicked problem
Identify for whom the problem exists
Discover opportunities to create new forms of value
Identify alternative strategies and solutions
Design Incubation: Phase 0
A rapid research and design exercise, intended to identify an opportunity, frame an initiative and design a prototype. Phase 0 allows us to address net-new concepts or reimagine legacy products and work with businesses to build and test ideas that will promote growth and revenue.
Understand & Define
Understand
Understand the fundamental business, technical and human needs through exploratory techniques such as workshops, interviews and competitive analysis. Document these findings through Affinity Mapping and develop a Wicked Problem statement.
Potential Activities: Playshops, Stakeholder or SME Interviews, User Intervies, Affinity Mapping, Wicked Problems, Contextual Inquiry, Competitive Analysis.
Define
Distill findings through mapping processes that reflect the pains, gains, opportunities and desired results. Partner with the business to validate and refine Wicked Problem statement.
Potential Activities: Stakeholder Maps, Empathy Maps, User Journey Maps, Ideation, Jobs to Be Done, KANO.
Frame & Design
Frame
Create user flows which chart essential processes, contingencies and dependencies. Draft information architecture and wireframes.
Potential Activities: Userflows, wireframes, data distillation.
Design
Prepare high-level concepts to demonstrate the intended functionality of solutions. Mechanics, aesthetics and brand for the UI are all considered. Utilize design patterns aligned with the Digital Design System.
Potential Activities: Ideation, prototyping, stakeholder reviews.
Test & Refine
Test
Conduct acceptability testing to understand if product/ feature provides inherent value, solves a consumer need and/or meets necessary ROI. Ensure features and functions are accepted.
Potential Activities: Feedback surveys, acceptability testing, usability testing.
Refine
Use feedback from testing to refine designs. Circle back to retest as necessary. Finalize prototypes that are used to inform the design of the final product.
Potential Activities: Ideation, prototyping, stakeholder reviews.
Aon Consumer Experience & Design Group
200 E. Randolph St.
5th Floor
Chicago, IL 60601
global.design@aon.com
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