Insurance Australia Group, or IAG, is Australia�s largest general insurance group (think NRMA, RACV…).

A lot of document design is based on the traditional book layout � a nice cover, followed by general contents, chapters, headings and body copy. This is great if your reading a novel, In testing people said that they would only ever use the policy booklet as a quick reference guide, either at the point of taking out insurance or making a claim.�Based on this research we redesigned the booklet so that the main tasks that a customer would carry out in relation to insurance are listed on the main contents pages. From these the customer can swiftly move to a specific insurance topic. Each topic is divided up into three columns � a description of the topic, what IAG will do and under what conditions. This approach enabled us to reduce unnecessary repetition of insurance cover descriptions in the booklets, a source of complexity and confusion.

After 2 rounds of testing and refining, the prototype was able to be used at a level of 93%. Since implementation these booklets have been extremely well received by IAG�s customers, who, based on this design describe IAG as being open, honest and up-front.