Evaluating the home and car online insurance quote experience for Beneva
Updated: Oct 5
A usability evaluation of Beneva’s Home and Car quote flows to uncover barriers and improve the digital insurance experience.
Year: 2025
Role: UX Researcher
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 the recent redesigned 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 for 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)
I conducted the qualitative analysis of participant feedback using an inductive approach, organizing and clustering observations with post-its on a Figma board to identify recurring themes, patterns, and pain points.
The quantitative measures were analyzed descriptively in Excel to complement the qualitative findings.
Results
Following the analysis, I worked with the team to translate the identified pain points into actionable recommendations. Usability issues were classified using the Nielsen Norman Group severity scale and recommendations were then prioritized using an impact-versus-effort matrix (page 20).
This process helped highlight the most important opportunities for improvement, including issues related to content clarity, component behaviour, and user interaction. We also used data provided by Beneva from the previous version of the flows to UX benchmark satisfaction (CSAT and NPS scores).
The final report was presented to Beneva’s team, allowing them to compare the recently redesigned quoting flows with the previous version and better understand the impact of the changes.
Slide deck
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