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CRAFTING A PERSONALIZED AGENCY PORTAL
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.
The organization identified an alarming number of agencies weren't conducting the reviews and attributed this to underperformance within many agencies. The company established an initiative to improve the insurance review process through the use of technology and reduction in manual processes through the automation of stages within the review lifecycle.
01. RECOMMENDATION
1. Conduct user research including 'day-in-the-life' studies
2. Define 'as-is' and 'to-be' agency journeys to interact with customers
3. Redesign a centralized-hub providing agencies with a single snapshot of customer information
4. Shift to a user-focused solution rather than a technology-driven automation initiative
02. Results
1. Increased the visibility to critical customer information within a 'snapshot' summary
2. Established deep-linking strategy to enable easy access to detailed policy and coverage data
3. Improved cross-sell knowledge through intelligent gap, discount and coverage recommendations