Evaluating the home and car online insurance quote experience for Beneva

A usability evaluation of Beneva’s Home and Car quote flows to uncover barriers and improve the digital insurance experience.

Year: 2025

Role: Master of User Experience student

Discipline: UX Evaluation

Industry: Insurance

Background

This UX evaluation project was completed as part of my Master’s in User Experience at HEC Montréal, within the UX Evaluation course. The goal was to assess the usability and overall user experience of Beneva’s online Home and Car insurance quoting process, focusing on how users interacted with the quoting flow, from the initial start page to obtaining a quote and modifying coverage options. The project was conducted with 3 other UX classmates, and a presentation with a report was delivered to Beneva. We used Beneva's public website and conducted the project as an exercise that could generate useful insights to the client.

Goal

The main objective of this evaluation was to generate clear and actionable UX insights that Beneva could use to improve the efficiency, clarity, and satisfaction of its online quoting experience. Specifically, the study aimed to understand:

• How efficient and effective the Home and Car quoting processes are

• What perceptions, challenges, and pain points users encounter

• How satisfied users are with the experience

• How likely they are to recommend Beneva for home and auto insurance needs

By addressing these questions, the project sought to identify the strengths of the current quoting system as well as opportunities to optimize usability and increase user confidence in the platform.

Method

Both quantitative and qualitative data were collected from 12 participants. The tasks evaluated included quoting scenarios based on real home and car listings (page 29), ensuring participants interacted with up-to-date and contextual information during the assessment.

Quantitative measures:

• Time on task

• Completion rates

• System Usability Scale (SUS)

• Single Ease Question (SEQ)

• CSAT ratings

• NPS

Qualitative feedback:

• Participant comments describing perceptions, challenges, and pain points within the quote flow

• Insights linked to specific screens and interactions (e.g., dropdowns, terminology, transparency)

  
  

Recommendations were then prioritized with an impact-versus-effort matrix (page 20), identifying key usability issues such as content and component interaction problems.

Results

Slide deck