Growing Pains
Tmnas.com is the official website of Tokio Marine North America Services (TMNAS). TMNAS delivers core professional services across the U.S., Hawaii, and Mexico to the North American businesses of the Tokio Marine Group. The company was created in 2012 and their business had matured significantly since then, but the website didn’t reflect that growth. This case study focuses on improving the user experience (UX) on Tmnas.com to attract new talent, increase engagement, and overall usability.
The primary objective of this case study is to identify pain points in the current user experience and propose solutions.
Methodology
To conduct this case study, a combination of qualitative and quantitative research methods were employed, including interviews with our group companies, user testing with potential new hires, and analysis of website analytics. The research involved engaging with a diverse group of internal TMNAS employees, including Human Resources, Corporate Communications, Department Heads, and Senior Executives.
What We Found
1. **Disorganized Navigation:** People expressed difficulty in navigating the website due to its confusing menu structure and scattered information. It was challenging to find specific insurance products, policy information, and relevant support resources.
2. **Lack of Clarity in Company Offerings:** People found it difficult to understand the business model TMNAS operates in. The terminology used on the website was often jargon-heavy and not easily understandable for the average person.
3. **Inconsistent Job Seeker Support Experience:** Job Seekers reported inconsistencies in the customer support experience, including what jobs were available, and TMNAS benefits programs.
Proposed Solutions
1. **Simplified Navigation:** Redesign the website’s information architecture to provide a clear and intuitive navigation structure. Streamline the menu items, categorize sections effectively, and implement accessibility tool.
2. **Clear and Concise Company Communication:** Simplify the language used throughout the website, replacing technical jargon with user-friendly terms. Clearly communicate the benefits, what TMNAS does, and key features of working here to help potential job seekers make informed decisions.
3. **Improved Job Seeker Support:** Strengthen the link between job seekers on career sites such as linkedIn, and other social networks.
Implementation and Evaluation
The proposed solutions were implemented in an iterative manner, starting with a prototype that incorporated the suggested changes. User testing sessions were conducted to gather feedback and validate the improvements. Continuously monitor key performance indicators, such as customer satisfaction scores, and website analytics, to evaluate the effectiveness of the changes.