Intern, UX Research

About One Inc

At One Inc, we’ve built a payments network exclusively for the insurance industry. Our mission is simple: to help insurers keep the promises they make to their policyholders. One Inc is more than just a payments processor or platform — it’s a critical bridge that connects the entire insurance ecosystem. By joining One Inc, insurance carriers gain access to a growing network of pre-enrolled vendors, established banking relationships, and seamless integrations with major core systems. As the leading insurance payments network, One Inc processes billions annually in premiums and claim payments, empowering insurers to deliver on the promise of insurance.

About the Role

As a UX Research Intern, you will partner with product managers, designers, engineers, and stakeholders to deeply understand user needs, behaviors, and pain points in One Inc's payments platform. Your work will directly inform how we evolve intuitive, trust-building digital experiences for policyholders, insurers, and vendors—across web, mobile, email/SMS, and emerging AI-powered touchpoints.

The addition of AI is critically important in Insurtech: One Inc's Model Context Protocol (MCP, launched 2026) enables carriers to securely integrate their corporate AI assistants (e.g., Claude, ChatGPT Enterprise, Microsoft Copilot) with payments data for faster integrations, real-time insights, predictive analytics, personalized payment guidance, automated fraud/risk detection, and proactive support. UX research ensures these AI features are human-centered—building user trust through transparency/explainability, minimizing confusion in intelligent automation, personalizing journeys without privacy concerns, and validating that AI truly reduces friction while boosting satisfaction, retention, and digital adoption in insurance payments.

Each intern will own a dedicated project solving real business challenges. You will have the opportunity to contribute to meaningful work, network and participate in professional and personal development sessions. The internship will wrap up with a presentation on your learnings and the experience.

Responsibilities

• Conduct foundational and generative user research: recruit participants, moderate interviews, surveys, diary studies, or contextual inquiries with policyholders, claimants, agents, and internal users to uncover needs in premium payments, claims disbursements, and multi-channel interactions.
• Perform evaluative research: plan and facilitate usability tests, heuristic evaluations, or A/B concept testing (including AI-enhanced flows like personalized recommendations or intelligent notifications) to validate designs and identify friction points.
• Analyze qualitative and quantitative data: synthesize findings from user sessions, analytics (e.g., payment drop-off rates, adoption metrics), support tickets, and feedback to create personas, journey maps, opportunity frameworks, and research reports.
• Own a dedicated end-to-end research project (e.g., investigating user perceptions/trust in AI-driven payment features, barriers to digital adoption in claims, or pain points in multi-channel onboarding) from planning and execution to insights delivery and recommendations.
• Collaborate in cross-functional sessions: share research insights to influence product roadmaps, design decisions, and AI feature prioritization; participate in design critiques and sprint planning with evidence-based input.
• Explore inclusive design and accessibility: incorporate diverse user perspectives (e.g., varying tech literacy, demographics) and assess how AI impacts equitable experiences.
• Present project outcomes, key user insights—especially around AI integration's user impact—and actionable recommendations to leadership at internship end.

Skills Needed

• Strong foundation in UX research methods (qualitative: interviews, usability testing, thematic analysis; quantitative: surveys, analytics interpretation).
• Experience or coursework in creating research plans, moderating sessions, and synthesizing insights into actionable deliverables (e.g., personas, journey maps, opportunity reports).
• Proficiency with research tools like Qualtrics, Dovetail, Miro, or similar for recruitment, moderation, transcription, and analysis.
• Excellent communication skills: ability to present findings clearly, tell compelling stories from data, and influence stakeholders.
• Attention to ethical research practices, including consent, privacy (especially with payments/financial data), and bias mitigation.
• Interest in AI's role in UX: curiosity about designing/researching for AI-powered features (e.g., trust in predictive interfaces, explainability of recommendations, user control in automation); understanding how AI affects user perception, adoption, and satisfaction is a plus.
• Bonus: Exposure to Fintech/Insurtech, payments, SaaS, or complex user ecosystems; basic familiarity with design tools (Figma for viewing prototypes); experience with accessibility research or inclusive methods.

Education & Experience

• Currently pursuing or recently completed a Bachelor’s Degree (or higher) in Human-Computer Interaction (HCI), Psychology, Human Factors, UX Research, Information Science, Sociology, or a related field.
• Prior internship, project, academic, or freelance experience in UX/user research preferred but not required (school projects, capstones, or personal studies count).
• A portfolio or work samples demonstrating research process and impact (e.g., research plans, findings decks, personas/journey maps) is highly recommended—even from coursework.

Physical Demands

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment

Standard indoor office setting; exposure to computer screens.

Physical

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing

Ability to hear in the normal audio range with or without corrections.

Company Profile

At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.

The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.

Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters." Join us in building the infrastructure that fulfills the promise of insurance.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

Key skills/competency

• UX Research
• User Research Methods
• Qualitative Research
• Quantitative Research
• Usability Testing
• Data Analysis
• Research Planning
• Communication Skills
• AI in UX
• Insurtech