Phil Keiken
TRANSFORMING THE MOBILE EXPERIENCE
One of North America's largest, multi-billion dollar, insurance companies offering auto, home, life insurance and financial products.
The company offers branded products through approximately 9,300 exclusive agencies in approximately 9,000 locations. In addition, their products are sold through approximately 1,800 independent agencies in primarily rural areas in the U.S. & Canada. With the explosive growth in the mobile space, numerous mobile applications were designed and delivered through application marketplaces without an effective mobile strategy. This narrow focus on time-to-market limited their ability to achieve their goals and objectives yielding underutilized and difficult to use solutions. In addition, applications maintained a fragmented brand footprint.
01. RECOMMENDATION
1. Conduct behaviors and needs assessment for the mobile audience
2. Define 'as-is' and 'to-be' model to establish a mobile transformation strategy
3. Enhance mobile applications to include user-friendly interaction patterns
4. Redesign the mobile interface to more effectively retain a consistent brand image
02. Results
1. Delivery of a multi-phase mobile roadmap
2. Recommendations for tactical enhancements to quickly achieve a subset of outlined KPIs
3. Introduction of new mobile products enabling the ability to compete in the mobile landscape
'We delivered multiple apps without consideration of the customer experience and no cohesive mobile strategy. Phil conducted an audit across our mobile landscape and identified the map to drive strategic decisions. His focus on the experience was instrumental in our mobile direction.'